Gabriel Fitzpatrick
Peter Friedman
What Alibaba’s customer service experiment reveals about the future of inbound responsiveness The biggest question in modern customer operations is no longer whether AI can respond. It can. The harder question is...
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How would an AI bubble burst affect CX?
If an AI bubble bursts, the customer experience (CX) landscape will experience a massive, sudden correction – especially in how organizations handle the absolute avalanche of incoming, unsolicited emails from...
Unsolicited email enquiries? Your CRM hates them!
The Core Diagnosis: The Outbound Bias of Modern CRMs The prompt perfectly identifies the structural blind spot: CRMs were fundamentally architected from an outbound-first, campaign-centric mindset. To a CRM, structured...
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
The Great CX Inversion: Why CRMs Might Be Looking in the Wrong Direction
For years, customer relationship management has been built around a simple assumption: the supplier initiates, the customer responds. The supplier identifies the market. The supplier segments the audience. The supplier...
Consumer Bots are Heading Our Way and Retailers Aren’t Ready
Consumer Bots are Heading Our Way and Retailers Arent Ready A New Phase for Online Retail Online retail has entered a new phase. For many years, retailers optimised their websites for human visitors: clear navigation...
