The customer experience function entered 2026 carrying a paradox. Investment in AI-powered CX tools...
Cybersecurity Risk in Acquisitions: The $2.8M Question Every Deal Team Ignores
When PE deal teams price an acquisition, they model EBITDA, working capital, growth, and synergies. They rarely model the line item that has reshaped some of the highest-profile transactions of the...
John Manganiello
2026 CX Trends: AI, Personalization, and the Future of Customer Engagement
The customer experience function entered 2026 carrying a paradox. Investment in AI-powered CX tools is at record levels, yet a striking 83% of consumers still believe their experiences should be...
Michael Dietze
The Rise of the Trusted Advisor to Trusted Advisor Model
Why the Future of the Channel Belongs to Collaborators, Not Consolidators For years, the channel has romanticized the idea of the “trusted advisor” the lone expert with deep client relationships,...
JP Panzica
Posts about CX:
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Every CCO (Chief Customer Officer) knows the feeling. Customer satisfaction scores plateau despite...