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Customer Service Automation – Reality Check
CallMiner’s 2026 CX Landscape Report — fielded with Vanson Bourne across 700 senior contact-center and CX leaders in the US, UK, Ireland, France, Germany,
Agents are out Shopping
Somewhere right now, a piece of software that has never shaken a hand, never sat through a demo, and never once felt the quiet
Marketing Measures More Than Ever
Right now a marketing leader is scrolling through a dashboard that would have looked like science fiction five years ago. Website traffic, engagement rates,
Everyone Can Make Everything
There was a brief, giddy moment when generative AI felt like free money. The marginal cost of a blog post, a banner, a product
Half of Marketers Say They’re “Extremely Mature” at AI
There is a particular kind of confidence that arrives just before the bill does. The gym membership in January. The half-read stack of business
Small Businesses Aim at the Wrong Target
Walk into any small business owner’s marketing meeting (often a laptop at the kitchen table, 9pm coffee breaks) and you will find effort. Posts
Your New Customer Has No Eyes…
Hello B2A! The obvious objection, and we should deal with it before going further: modern models are multimodal. They parse images. Feed one a
AI was intended to reduce labor costs, but increased them
Somewhere in a boardroom last year, a slide went up. It had a line going down and the line was labelled “headcount”. The Number
Everyone is driving AI, without the Seatbelt.
The 82% who have deployed AI have done the exciting part. The 26% who have governed it have done the part that lasts.
Even if People See Your Ad, They Might Not Care.
You ran the campaign. The views came in. The dashboard looked great. And yet, somehow, nothing moved. Not brand recall. Not purchase intent. Not
When Everyone Becomes a Creator, Distinctiveness is the Game
There is a particular kind of quiet that settles over a marketplace right before it gets loud. For small businesses, that quiet just ended.
The Good News About AI and Jobs is a Distraction
Last week, Goldman Sachs reported a drop in monthly U.S. job losses attributed to AI, from 16,000 to 11,000. While this suggests the crisis