Perspectives
Thoughts on AI, customer experience, growth and transformation.
Most organizations are deploying AI tools without changing the underlying operating model. That's why the results disappoint. Real transformation requires rethinking how work gets done, not just adding new technology on top of old processes.
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Not every touchpoint is the right place to introduce AI. The organizations getting the most value are being deliberate about where AI creates genuine lift — and where the human touch still matters most.
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The old model of segmenting customers by revenue tier is giving way to something more nuanced — segmentation by engagement pattern, growth potential and AI-readiness. Here's how to make the shift.
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Adoption metrics tell you how many people are using AI. Value realization tells you whether it's making a difference. The gap between the two is where most enterprise AI initiatives stall — and where the real work begins.
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The most effective AI deployments don't replace the human experience — they amplify it. Understanding where to draw that line, and how to design for both, is one of the most important challenges in customer experience today.
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