Artificial intelligence didn’t rise in a straight line. Its history is a cycle of soaring optimism, disappointing results, and renewed breakthroughs. The downturns became known as AI winters—period...

The AI everyone talks about today—ChatGPT, Claude, Gemini—owes its existence to one breakthrough: the transformer architecture. Introduced in 2017, it reshaped natural language processing and launc...

On their own, each type of AI is powerful. But in Customer AI, the real breakthrough comes when generative, predictive, and prescriptive AI work as a system—a loop that turns fragmented data into g...

When people talk about AI in business, the conversation often drifts toward chatbots or large language models. Useful, but a narrow slice of the field. In Customer AI, three types of AI matter most...

If you want to understand customer loyalty, don’t just look at renewals or churn in year three. Look at the first 90 days. Early-life experiences set the tone for the entire relationship, and once ...

Most CX leaders face the same problem: too many things to fix, not enough resources. The temptation is to spread effort evenly—improve billing, speed up delivery, add features, polish support scrip...

Traditional journey mapping has two big flaws:

• Equal weight for every stage. As if billing accuracy shapes loyalty the same way onboarding success does. Research shows early-life experiences a

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Customer Experience (CX), Customer Success (CS), and Revenue Operations (RevOps) have traditionally been distinct fields. CX focused on measuring satisfaction, CS on managing renewals and adoption,...

Customer Experience is entering a new era. The leaders of tomorrow won’t be defined by how well they manage surveys or journey maps. They’ll be defined by how quickly they apply AI to deliver measu...

Customer Success (CS) has grown into a critical discipline. Certifications in CS validate expertise in onboarding, adoption, health scoring, and renewal playbooks. They prove that a professional un...