Customer Experience

Vasili Triant — Why AI Is Replacing CRM Layers, Not Enterprise Systems

Executive Summary. Vasili Triant explains why AI is not replacing enterprise systems but eliminating redundant CRM layers as the stack shifts towar...

Jeff Fettes — Why Most CX AI Pilots Fail at Scale

Executive Summary. Jeff Fettes argues that the real challenge in customer experience AI is not building smarter models but defining clear operation...

Remaining Relevant with Socially Hyperactive Customers

The customer experience has been significantly impacted over the past few years primarily due to the availability of AI technologies. The ability t...