Latest Posts
What Verint’s Keynote Says About Where Enterprise CX AI Is Actually Going
The annual conference keynote is a reliable artifact. Strip away the production value and the carefully sequenced demos,…
The Next AI Retail Transformation Is Happening Right Now
By Jessica Leitch Over the next decade, retail will leave behind today’s channel-based model and its distinctions between physical…
What If Better Support Is Your Real Moat?
There’s a phrase that keeps coming up in customer service conversations that I think we need to retire,…
From Call Centers to CX Engines: eClerx’s Michael Hutchison on Closing the Expectation Gap with AI
The modern contact center sits at the fault line of customer capitalism. Every day it absorbs the friction…
When AI Starts Designing the Business
Insights on enterprise AI from a recent conversation with Alan Trefler, CEO of Pega In a recent conversation with Alan Trefler,…
Verint–Calabrio and the Consolidation of CX Infrastructure
On the surface, Verint’s decision to move forward under a single corporate name following its transaction with Calabrio…
The Thousand Quiet Saves
Brands rarely implode in public. They erode in private. A confusing bill.A reminder that arrives too late.A chatbot…
Trust, Agents, and the Future of Work
Agentic systems don’t just automate work – they redefine where trust lives. The AI conversation is loud right now…
Infrastructure Is the Strategy
Why Retail’s Next Advantage Won’t Look Like Software Retail has spent years talking about experience – personalization engines,…
Retail at the Speed of Intent
Retail has crossed a quiet but consequential threshold. Real-time decisioning is no longer a differentiator reserved for elite…
Fraud, Identity, and the New Economics of Trust
Digital commerce delivered on its promise of speed. What it didn’t deliver – at least not fully –…
November 26, 2025
After Omnichannel – Why Brands Must Redesign for Agentic Customers
In my recent Customerland conversation with Ben Wiener, Managing Partner at Cognizant Moment, one theme kept resurfacing: the ground beneath marketing is…
