News
Why Customer Experience Strategies Fail Without Clear Decision Frameworks
3+ hour, 46+ min ago (1336+ words) The problem isn't poor execution, insufficient tools, or inadequate budgets. The problem is structural misalignment. Working with C-suite teams across Europe in luxury, technology, and financial services, I've observed a consistent pattern: organizations scale customer initiatives faster than their decision…...
Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users
16+ hour, 40+ min ago (725+ words) By 2030, AI-friendly consumers will be responsible for up to 55% of consumer purchasing activity. These systems increasingly act on behalf of individuals or organizations, applying predefined logic, constraints, and optimization rules to reach decisions faster and more consistently than any human…...