Wednesday morning. The first item on the planning meeting agenda is the FY27 customer experience roadmap. Four directors present, one for each department — Digital, Marketing, Contact Centre, Loyalty. Each has six slides, each has a clean roadmap, each has identified AI as the strategic priority. The Digital director plans to
Tuesday, 5:01 PM. The store is officially closed now, though the lights are still on and the gate is half-down. The cashier has been on the phone for fourteen minutes. The pair of sunglasses I bought online sits on the counter between us, in its original box, with
Tuesday, 3:47 PM. The Q1 review is running long. The CRO is walking the board through loyalty-programme metrics, smiling at engagement up four points and members-acquired up nine, and the CFO is doing what she always does in these meetings, which is reading the line items. She
Data at rest cannot power data in motion. The platform debate is being bypassed by the substrate that already exists.
This week in agentic AI and customer experience, in five minutes
Three governance launches in a single week. The new enterprise lock-in is not which model wins; it is whose audit trail your agents register against.
The frontier AI labs are vertically integrating the deployment economy they were supposed to be replacing.
This week in agentic AI and customer experience, in five minutes
Proof of concept stopped working when the software stopped standing still. The Forward Deployed Engineer is the symptom of what comes next.
This week in agentic AI and customer experience, in five minutes
The CRM vs. CCaaS convergence debate is a $20 billion turf war while agentic AI is coming for the $250 billion labour market beneath it.
This week in agentic AI and customer experience, in five minutes
agentic-ai
More apps are being shipped right now than at any point in history. They are being shipped into a world that is about to stop needing them.