A Future Intense: CX in Computing's Cambrian Era

Beyond the Phase One Fixation: A CX Leader’s Framework for AI Deployment

Lasting benefits of AI will come from keeping both quick wins, and long term thinking in alignment

May 11 • Nitin Badjatia

Are We Close to a CX Pricing Model that the CFO Can Adopt?

For two decades, customer experience disappeared into the gap between what we charged for and what we actually delivered. Outcome-based pricing is…

May 4 • Nitin Badjatia

April 2026

The Wealth of Nations and the Worth of People

The CX leaders pulling ahead understand both wealth and worth are required to build the kind of customer relationships that compound.

Apr 28 • Nitin Badjatia

When the Incumbent Rewrites the Rules

Salesforce Bets the Company on Agents. They’ve Won This Kind of Bet Before.

Apr 20 • Nitin Badjatia

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AI Pricing and the pathway to a durable standard

Technology will deliver value, but establishing the baseline, financial modeling, and real-world success remains a work in progress.

Apr 13 • Nitin Badjatia

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The Bill Always Comes Due

The seat-based pricing model struggling as it measured logins instead of value. The challenge is to get to unit economics that work before the VC money…

Apr 6 • Nitin Badjatia

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March 2026

The CFO's Dilemma: The Proxy That Ran Out of Runway

Charles Goodhart was a British economist who, in 1975, articulated something anyone who has worked inside a large organization already knew: when a…

Mar 30 • Nitin Badjatia

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What Gets Lost When AI Learns Performative Listening

There's a meaningful difference between a system that understands your customer and one engineered to make your customer feel understood. That gap is…

Mar 25 • Nitin Badjatia

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Technically Correct, Emotionally Inert: The Hidden Cost of Frictionless Customer Experience

In the chase to optimize everything with AI, are we losing inefficiencies that matter most?

Mar 18 • Nitin Badjatia

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A Spectrum of Trust: MyTerms, Customer Graphs, and Co-Creating Value

Real value can only be realized when customer experiences are built on a trust framework

Mar 11

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The Missing Graph: Are You Ignoring the Most Valuable Data Structure Around Your Customers?

Surveillance-based CX has always had a data architecture problem hiding beneath its ethical one — it captures nodes while the real commercial value…

Mar 4 • Nitin Badjatia

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February 2026

Why Customers Must Set the Terms: The Sobering Reality of Surveillance Driven CX

You handed a company you've never heard of your passport, your face, and the geometry of your skull — for a LinkedIn badge worth $50 in liability…

Feb 25 • Nitin Badjatia

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