When Your CX Vendor Is Fighting for Survival, Who Is Fighting for You?
The two dominant enterprise CX platforms are under serious pressure right now and it is worth understanding what that means for...
Your NPS Program Is Not About the Platform. It Never Was.
After 25 years running enterprise NPS programs, here is what actually drives CX outcomes. It is not the platform.
Living in Two Worlds: Leading an Insights Company Through Quiet Change
It often feels like I’m living in two different worlds at the same time.
Bringing Insights to Life in the Age of AI
AI has entered a pivotal “snap” moment where adoption accelerates, expectations shift, and insight teams must evolve. This article...
Three Years Was All It Took to Reshape Everything
Three years after discovering ChatGPT, the way we create, share, and feel insights has completely changed. Here’s how AI unlocked...
In the Age of AI Trust Becomes the Deciding Factor
In this week’s AI Signal, I shared a simple poll that asked who people want to win the AGI race. What struck me was not the...