Blog
Back in October of last year, we blogged about Qualtrics’ planned acquisition of Press Ganey Forsta and what that would mean for clients of Qualtrics, Press Ganey (PG) Forsta, and InMoment, both inside and outside of the healthcare industry. Now that the deal is done, $6.75 billion later, there’s even more to discuss, so let’s […]
Blog
Forrester predicts that by 2030, AI will cause 49% of current customer service jobs to disappear. We already see contact centers streamlining their organizational structures to have fewer team leads. AI is replacing coaching and scheduling jobs. When this happens, the human workforce’s core mandate shifts from reactively interacting with customers directly to managing the […]
Blog
Three weeks ago, the SAP API Policy v.4.2026a looked like a legal document with no enforcement infrastructure. After Sapphire 2026, it looks like a strategy with a product line attached. CIOs running SAP have three weeks until June 9 enforcement begins, and the destination the policy redirects you to is now fully visible. The policy […]
Blog
AI answer engines are creating a visibility vacuum, forcing a shift from traffic to regaining insight, accountability, and alignment.
Blog
In 2026, energy and geopolitical headwinds will weigh on European economic growth. Learn more to understand the outlook and implications.
Blog
The Next Millennial Domino Falls When reports emerged that SHEIN had acquired Everlane, the other shoe dropped. Like the recently departed Allbirds, Everlane was once the poster child for a new kind of Millennial consumerism. It promised radical transparency, clean design, ethical sourcing, and a rejection of disposable fashion culture. Along with a generation of […]
Blog
If You Think CX Is Fading, You’re Looking In The Wrong Places I work with CX executives across top financial services firms in North America — and what I see lately is a function getting sharper, more accountable, and more embedded in the business. Here are three shifts that stand out so far in 2026: […]
Blog
Mixed signals are emanating from the blockchain world: On the one hand, in March, we saw the publication of the paper, Securing Elliptic Curve Cryptocurrencies against Quantum Vulnerabilities: Resource Estimates and Mitigations, the authors of which include a member of the core Ethereum team; Solana also updated its quantum-safety roadmap in April. Forward to May, […]
Blog
Celonis just announced its intention to acquire Ikigai Labs, a San Francisco-based start-up focusing on AI-powered decision intelligence. Ikigai Labs specializes in software for complex forecasting scenarios based on large graphical models, working closely also with the Massachusetts Institute of Technology (MIT). This acquisition will bring together Celonis’ process intelligence graph technology with Ikigai Labs’ […]
Blog
Anthropic’s latest move — agent templates for various finance and client coverage functions — is part of a broader trend toward more intelligent, largely autonomous, and context-aware multiagent systems that are redefining the financial services industry’s digital operating models. By right, Anthropic is just following its growth playbook by creating industry-grade applications it can “sell” […]
Blog
Global AI adoption presents communication service providers (CSPs) with a rare opportunity to transform and unlock new growth. In my latest report, The Dawn Of AI-Powered Telcos, I examine how leading telecom operators are responding to current trends by entering the AI infrastructure race and becoming AI‑powered from the core. They’re achieving this by pushing […]
Blog
Retail banks are moving fast on AI in 2026: Budgets are growing, roadmaps are packed, and internal momentum is real. Customer loyalty, however, is not — and the disconnect is becoming harder to ignore. AI adoption is accelerating across retail banking, yet differentiation keeps slipping and relationships continue to thin. This isn’t because AI isn’t […]
Blog
As enterprises move from copilots to agentic AI, they are no longer constrained by model selection; rather, they are limited by governed activation of business data. SAP’s planned acquisitions of Dremio and Prior Labs signal an effort to position SAP Business Data Cloud (BDC) as an AI data control plane. With these arrows in the […]
Blog
GenAI is transforming product management, accelerating work across the lifecycle while challenging teams to move beyond experimentation. The advantage lies not in access to tools, but in how intentionally they’re applied to improve judgment and outcomes.
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As B2B buyers rely on self-guided research, AI tools, and buying groups, many revenue leaders are questioning the future of revenue development reps (RDRs). The answer isn’t fewer RDRs — it’s a fundamentally reimagined role built around buying group insight, signal-based prioritization, and AI-enabled productivity.
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Atlassian’s Team ’26 event highlighted how AI, agents, context, and workflows are reshaping enterprise work.
Blog
ServiceNow Knowledge 2026 showcased how ServiceNow is expanding its role in enterprise AI, workflow automation, and digital workplace transformation.
Blog
Every year, enterprises invest millions in APIs, yet many end up with brittle interfaces nobody wants to reuse. The root of this problem is usually how the program is led rather than the technology. When business leadership is missing, APIs devolve into integration glue. They connect systems, but they don’t create momentum. Solution architects build […]
Podcast
Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX Cast, Principal Analyst Riccardo Pasto joins Martin Gill to reframe how leaders should re-think about complaints from a compliance burden to a strategic CX asset. The conversation breaks down why low complaint volumes […]
Blog
At OCX, the Eclipse Foundation’s Open Community Experience conference, attendees met to discuss the Eclipse Foundation and what it means to be an open-source developer.
