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Enterprise AI Is Failing the Same Way Enterprise It Always Did contrarian insights

A research team at MIT spent two years studying AI deployments across major enterprises and concluded that 95% of generative AI pilots fail to produce measurable P&L impact. A Stanford st...

AI Is Not Your Monetary Policy contrarian insights

Mike Hunstad runs Northern Trust's $1.4 trillion asset management division. In a recent interview with the Financial Times, he made a claim that has been picked up approvingly across the financial ...

In Search of the Perfect Roll-up

There is a line in The Last Samurai, spoken by Katsumoto about the cherry blossom: "The perfect blossom is a rare thing. You could spend your life looking for one, and it would not be a wasted life...

When the Lenders Get the Keys: What Medallia’s Restructuring Tells Us About PE, Software, and the Future of CX

Medallia was once one of the most respected names in customer experience management. A pioneer of enterprise voice-of-the-customer programs, it helped define a category that became a cornerstone of...

Iceberg Dead Ahead? Customer Portfolio Management Is Not a Game

Customer Intelligence in the Age of AI — Part 4 of 6

Fund managers don't guess which holdings to watch. They have models — quantitative, continuously updated, covering every position — that assess ...

The Tyranny of the Org Chart

Customer Intelligence in the Age of AI — Part 3 of 6

If you ask a CFO about a customer, they'll tell you about revenue, contract value, and payment history. Ask the head of sales and you'll hear ab...

The Cost of Looking Backwards

Customer Intelligence in the Age of AI — Part 2 of 6

In Through the Looking-Glass, the White Queen tells Alice that she can remember things that happened the week after next. Alice is baffled. "I c...

The Sound of Silence

Customer Intelligence in the Age of AI — Part 1 of 6

Most companies believe they understand their customers. They run surveys, track NPS scores, review dashboards, hold quarterly business reviews. ...

Bad Survey Data or Pure Guesswork? A Better Solution to Both

Customer Intelligence in the Age of AI — Part 6 of 6

For the better part of three decades, the customer experience industry has operated on a straightforward premise: ask customers what they think,...

Prevention Economics

Customer Intelligence in the Age of AI — Part 5 of 6

An ancient Chinese medical text, the Huangdi Neijing, classified physicians into three grades: the superior doctor prevents sickness, the medioc...

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