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MIT research shows AI changes how we think. In CX, that’s a power leaders must wield with care. Continue reading… Go to Source Author:
Cognitive Debt in CX: How AI May Be Quietly Steering Your Customers Read More »
The ACE Rule transforms every employee into a chief of experience—turning data into empathetic, real-time customer action. Continue reading… Go to Source Author:
The ACE Rule: Empowering Every Employee as Acting Chief of Experience Read More »
With search traffic plunging, brands must win over AI engines, own direct channels and protect loyalty before bots own the buyer’s journey. Continue reading… Go to Source Author:
Survive the AI Takeover of Search — 5 Moves Every Brand Must Make Read More »
From missed revenue targets to loyalty erosion, CMOs must weigh brand values against political pressure. Continue reading…
The Real Cost of DEI Rollbacks in Customer Experience Strategy Read More »
Frequent redesigns may look modern, but they can erode trust, confuse users and damage long-standing customer relationships. Continue reading…
When UX Design Undermines Customer Experience Read More »
Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts. Continue reading…
Your AI Is Talking to Customers — But Are You Measuring What Matters? Read More »
From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage. Continue reading…
Preventing AI Hallucinations in Customer Service: What CX Leaders Must Know Read More »