AI-First Customer Service: Why Zendesk’s COO Move Signals the Next CX Operating Model
Why Zendesk’s New COO Signals a Hard Pivot to AI-First Customer Service Ever watched a brilliant AI pilot die quietly inside an organization?The model works....
Category : AI & Automation
India’s GCCs: From Cost Centers to Global Innovation Engines
India’s GCCs Are No Longer Back Offices: They’re Becoming Global Innovation Engines Ever sat in a leadership review where the India GCC team presented faster...
How IntelliHost Turns Booking Data into Human Decisions
When AI Knows the Answer—but the Customer Still Hesitates Have you ever followed an AI recommendation and paused before acting on it? Not because it...
Hospitality CX: Mews Fintech Leader Susanne Sandler on AI-Powered Hotel Experience
In an era where travelers expect seamless, intelligent, and personalized experiences, the hospitality industry stands on the brink of a profound transformation. Few leaders embody...
Intelligent Operations Redefined With Agentic AI
Imagine this: A global retailer deploys an AI chatbot to cut customer service costs. Within weeks, the bot frustrates loyal customers by misrouting queries, breaking...
Experience Continuity: What Ancient History Teaches Modern CX Leaders About Trust
What Ancient Coins Can Teach CX Leaders About Experience Design, Trust, and Legacy When a customer walks into a museum, downloads a brand app, or...