Next-Generation Customer Experience

Monday's Musings: Will AI Force Centralized Scarcity Or Create Freedom With Decentralized Abundance?

Age of AI Ushers Exponential And Transformational Power In The Hands Of A Few

Society has often swung from centralization to decentralization and back in the distribution of power and rights. Living in a culture of abundance versus a culture of scarcity can alter the prioritization of decisions, the quality of interactions, and the overall optimism or pessimism of a society. AI has the power to transform societies for both good and evil.

Adobe: Strong Q1, outlook a bit light, GenAI on deck for Experience Cloud

By Larry Dignan

In prepared remarks, Adobe CEO Shantanu Narayen said the company is seeing strong traction with its generative AI rollout across the product portfolio.

What if a Trillion PDFs Could Talk?

By Liz Miller

Zendesk acquires Ultimate, builds out AI agent platform

By Larry Dignan

With the purchase of Ultimate, Zendesk said it will "offer AI agents with enhanced intelligence that are not just reactive, but proactive problem solvers."

AX100 interview: How The Joint maps the customer journey as it scales

By Larry Dignan

Charles Nelles, CTO at The Joint Chiropractic, has to deliver a customer experience that encompasses multiple moving parts, segments and stakeholders including patients, franchisees and doctors. In some ways, Nelles is building systems to herd cats.

Lessons learned from four Zoho customers

By Larry Dignan

At Zoho Day 2024, Constellation Research analysts caught up with Zoho customers to talk about implementations, business challenges and future plans. Here's a look at the interviews, what we learned and how companies are thinking about leveraging artificial intelligence.

Twilio: We'll keep Segment with a new leader

By Larry Dignan

According to Twilio, about 8,000 customers of its communications platform leverage Segment for insights and to create platforms.

Monday's Musings: In An Age of AI, Death To The Pyramid Model, Long Live The Diamond

By R "Ray" Wang

Most professional services firms have operated in a pyramid model where the most senior owner of a P&L would have a staffing ratio of 1:3 to 1:5 and their next reports would have a staffing ratio of 1:5 to 1:10. This pyramid structure would continue until the last level.

Next-Generation Customer Experience

Monday's Musings: Will AI Force Centralized Scarcity Or Create Freedom With Decentralized Abundance?

Adobe: Strong Q1, outlook a bit light, GenAI on deck for Experience Cloud

What if a Trillion PDFs Could Talk?

Zendesk acquires Ultimate, builds out AI agent platform

AX100 interview: How The Joint maps the customer journey as it scales

Lessons learned from four Zoho customers

Twilio: We'll keep Segment with a new leader

Monday's Musings: In An Age of AI, Death To The Pyramid Model, Long Live The Diamond

The 2024 SuperNova Award Application is Open!

Zoho CEO Sridhar Vembu: Long-term thought leadership on innovation, technology, people

Salesforce posts strong Q4, adds dividend, outlook conservative

PGA Tour eyes spatial computing, new models

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