Field Notes on Customer AI
The human intelligence behind the artificial.
Vista, Gainsight, and the Budget Line That Loses Customers
NO. 023 · OCTOBER 6, 2026 · THE GREAT SORTING
This week, The Great Sorting puts two things through the same test: a private equity bet on customer success, and the service decisions that leave both the company and its customers worse off.
Vista Has Owned Gainsight for Five Years and Ten Months...
Oct 06, 2026
Big Decisions By SAP, Qualtrics, Bain, and LinkedIn
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 022 · September 29th, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cu...
Sep 29, 2026
The Harness, the Horse, and the Crossroads You Now Face
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 021 · September 22nd, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cu...
Sep 22, 2026
Britain Made Its Banks Publish Their Customer Scores, and then...
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 020 · September 15th, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cu...
Sep 15, 2026
The Market Has Already Voted
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 019 · September 8th, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cus...
Sep 08, 2026
The Great Sorting
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 018 · September 1st, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cus...
Sep 01, 2026
Beware: Your AI Will Not Replace a 'Central Executive'
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 0167 · August 25th, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cust...
Aug 25, 2026
George Miller Was Right About NPS
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 016 · August 18th, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cust...
Aug 18, 2026
The Intelligence Gap the Market Is Pricing
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 015 · August 11th, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Cust...
Aug 13, 2026
The Executive Sponsorship Issue
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 014 · August 4th, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs...
Aug 04, 2026
Why NPS was never enough, and what replaces it
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 013 · July 28th, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs s...
Jul 28, 2026
The AI is on the wrong side of the human
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 012 · July 21st, 2026
Each Tuesday, Field Notes on Customer AI surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Custom...
Jul 21, 2026
