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Great customer experience in 2026 is much less about “wow” and more about certainty: customers achieve the outcome they came for, quickly and correctly, with minimal effort and without sacrificing trust. An old Research in Harvard Business Review argues that “delight”
We’ve built entire Go-to-Market (GTM) strategies around winning human stakeholders through rapport, heritage,...
Agentic AI – autonomous, decision-making AI “agents” – is no longer experimental. It is becoming the execution layer of customer experience. Enterprises are deploying AI assistants and orchestration engines tha...
Traditional customer experience (CX) design assumes a human end-user, but an emerging reality is that many “customers” interacting with businesses today are not human at all – they are AI agents, software scripts, or connected machines.