Knowledge Base

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...

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 ...

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...

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...

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. ...

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,...

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...

For years, CX teams have focused on collecting, visualizing, and reporting customer data. Dashboards became the standard interface for understanding performance. But as data volumes grew, a critica...

For years, dashboards have been the default way CX teams share data. They summarize performance, visualize trends, and standardize reporting. But as customer data volumes have exploded, dashboards ...

January 2026 is the moment when Customer AI stops being interesting and starts being expected.

That’s the core reason to act now.

Let me explain this the way we would in class.

1. 2026 Is When Boar...