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Here's why marketing and CX leaders should invest in a connected view of what customers need to turn experience friction into better outcomes and growth.
For brands today, simply adopting new technology is no longer enough; success now requires a deeper, more consultative partnership.
We are approaching an inflection point. I believe that by 2027, AI will no longer be judged by the sophistication of its models, but whether it delivers tangible customer value, operational efficiency, and profitable growth.
If you’ve been following along our executive perspective series, you’ve heard a little from our CEO Mark Bishof about where we are investing and how that innovation is accelerating, as well as what we envision for the agentic future of experience from Sid Banerjee, our chief strategy officer.
Our CEO Mark Bishof recently made a declaration that I think deserves more unpacking: the experience management era, as we have known it, is being rewritten. He is right. But understanding why, and what replaces it, requires understanding how we got here.
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