Most Customer Success organizations are built to protect what they have. Prevent churn. Maintain satisfaction scores. Deepen relationships with the contacts already in the account.…
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The subscription economy changed the rules of B2B revenue. Buyers now re-evaluate every renewal with the same scrutiny they brought to the original purchase. Procurement…
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Building an AI Demand Channel presence requires three layers: AI discoverability (AEO), AI engagement (an interactive sales presence), and AI readiness (the infrastructure to support…
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Most Customer Success and Support teams measure what is easy to measure. NPS. CSAT. Ticket resolution time. Product usage rates. These metrics are accessible, reportable,…
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The AI Demand Channel is a new commercial channel in the B2B buying journey where buyers — both human and AI agents — research, evaluate,…
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AI-native search engines are reshaping how buyers discover vendors, triggering a silent crash in traditional SEO. This article explains the shift and outlines a practical…
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AI will have a huge impact on Customer Experience in 2025—that much everyone agrees on. But how and why? We’ve seen lots of hype around…
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Generative AI is no longer just hype—it’s delivering tangible results across the customer journey. Organizations are starting to see revenue accelerate, costs drop, and a…
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Insurers have been debating ways to leverage AI in their insurance operations for quite some time, and these conversations have become even more fraught with…
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A few weeks ago, Amazon’s announcement of a $4B investment in Anthropic, an AGI startup founded by ex-OpenAI employees with a sky-high valuation, caught my attention.…
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