Knowledge Base

Sixty-six percent of CX practitioners believe their customer experience is improving. Seventeen percent of consumers agree. That is a 49-point gap between the people running the program and the people...

There's a particular intellectual honesty required when work you helped develop and promote turns out to have been built on imperfect foundations. Not the theatrical kind that requires disowning ev...

Last month at The Economist's AI conference in London, I watched a room full of CFOs independently arrive at the same conclusion, one after another, as if reading from a script nobody had distribut...

In March, a group of banks led by JPMorgan Chase tried to syndicate $5.3 billion of debt for Qualtrics . The proceeds were earmarked for the company's $6.75 billion acquisition of Press Ganey Forst...

The Hanover lounger case has produced its inevitable sequel question: would an AI have made it better?

It is a reasonable thing to ask. The case has the precise texture of the problem that agentic...

A district court in Hanover has decided that the traditional German poolside ritual — depositing a towel on a lounger at six in the morning, retreating for an unhurried breakfast, and reappearing s...

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 ...