Archive - A Future Intense: CX in Computing's Cambrian Era

When Customers Can't Tell Humans from Bots, You Know You've Optimized for the Wrong Thing

A recent news story validates my point about short sighted AI strategy

Jul 4 •

The Complainer's Dilemma: What Game Theory Reveals About the AI Revolution in Customer Service

What the math behind customer complaints reveals about customer service and support's AI-native future

Jul 2 •

June 2025

From Turban to Transformer: Is Carnac the Magnificent the Original GPT Prompt Engineer?

Before AI hallucinated responses to our prompts, we had a man in a turban doing essentially the same thing on national television. The difference? One…

Jun 30 •

Part 12: The CX Leader's AI Action Plan - From Strategy to Execution

A roadmap for customer experience executives to successfully navigate AI transformation while delivering measurable business results

Jun 23 •

Part 11: The View from Tomorrow - Predictions, Opportunities, and Cautionary Tales for CX Leaders

Anticipating the next wave of AI evolution and positioning your customer experience organization for emerging opportunities while avoiding predictable…

Jun 22 •

Part 10: Orchestrating Change - Building Adaptive Organizations for Continuous AI Evolution

How customer experience leaders can create agile, learning-oriented teams that thrive in the face of rapid AI-driven transformation

Jun 21 •

Part 9: The Data Foundation - Building AI-Ready Customer Intelligence Architecture

How customer experience leaders can create data ecosystems that fuel AI innovation while maintaining privacy, quality, and accessibility

Jun 20 •

Part 8: The Trust Equation - Building Ethical AI That Customers Actually Want

How responsible AI implementation becomes the foundation for sustainable competitive advantage in customer experience

Jun 19 •

Part 7: The Art of Human-AI Orchestration - Building Teams Where Technology Amplifies Humanity

Designing collaborative frameworks where AI enhances human creativity, empathy, and judgment rather than replacing them

Jun 18 •

Part 6: Measuring the Unmeasurable - New KPIs for AI-Powered Customer Experience

Beyond traditional metrics: How to track AI success while preserving what matters most about human relationships

Jun 17 •

Part 5: From Help Desk to Intelligence Hub - How Customer Service Leaders Are Pioneering Proactive Care

The radical transformation of customer service from cost center to strategic asset through AI-powered prediction, prevention, and contextualization

Jun 16 •

Stop Rubber-Stamping AI Decisions: Why CX Leaders Need Both Oversight AND Explainability

Because "trust me, the algorithm knows best" isn't exactly a winning customer strategy.

Jun 15 •

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