Over the last decade, many organizations have unknowingly drifted into robotic, transactional behavior. Efficiency became the goal, automation became the method, and somewhere along the way, the humanity of business was lost. The irony is that in the age of artificial intelligence, transactional behavior will no longer be a competitive advantage. It will be a death sentence. AI is built for transactions. It can answer questions faster than a human. It can route inquiries, generate content, an...
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Over the last decade, many organizations have unknowingly drifted into robotic, transactional behavior. Efficiency became the goal, automation became the method, and somewhere along the way, the humanity of business was lost. The irony is that in the age of artificial intelligence, transactional behavior will no longer be a competitive advantage. It will be a death sentence. AI is built for transactions. It can answer questions faster than a human. It can route inquiries, generate content, an...
Customer Experience Is No Longer a Department—It’s an Innovation Strategy
Innovation, Leadership, and Enterprise Trends
16 minutes
4 months ago
Customer Experience Is No Longer a Department—It’s an Innovation Strategy
Customer Experience Is No Longer a Department—It’s an Innovation Strategy The best organizations in the world are redefining customer experience. They no longer see it as a service touchpoint—they understand it as a core innovation activity. To truly move the needle, CX requires deeper insights, smarter strategies, and most importantly, better training. But here’s the truth: you can’t build a culture of happy customers without first building a culture of happy employees. That’s where Human Ex...
Innovation, Leadership, and Enterprise Trends
Over the last decade, many organizations have unknowingly drifted into robotic, transactional behavior. Efficiency became the goal, automation became the method, and somewhere along the way, the humanity of business was lost. The irony is that in the age of artificial intelligence, transactional behavior will no longer be a competitive advantage. It will be a death sentence. AI is built for transactions. It can answer questions faster than a human. It can route inquiries, generate content, an...
