Age of the Customer
Insights
Blog
Seven Reasons To Be Skeptical Of Agentic Prospecting
There are an increasing range of bold claims that autonomous AI agents can continuously monitor accounts, detect buying intent, trigger outreach, book meetings, and even influence deal progression with minimal human involvement. The promise is seductive: always-on digital sellers working every account, every minute of the day. But enterprise buyers should pause. Many of these […]
Blog
Your Customer Advocates Are Not Your Crisis Communications Plan
Loyal customers can help in a crisis, but don’t make customer advocates your crisis communications plan.
Blog
What Marketing Leaders Should Not Miss At CX Forum West
This year’s event dives deep into the convergence of brand experience, CX, and AI. Marketing leaders will gain new strategies, frameworks, and advice for earning loyalty and trust.
Blog
What Marketing Leaders Should Not Miss At CX Forum East
This year’s event dives deep into the convergence of brand experience, CX, and AI. B2C marketing leaders will gain new strategies, frameworks, and advice for earning loyalty and trust.
Blog
Why B2B Summit North America Is Built For Meaningful Connections
Discover how B2B Summit North America is designed for meaningful networking — from workshops and roundtables to wellness, Marketplace breaks, and evening events.
Blog
Context Graphs Are A Convergence, Not An Invention
We’ve Been Building The Foundation For 40 Years A year ago, I wrote about the graphic future of IT management — IT management platforms converging on graph architectures to create a digital twin of the IT organization. The governance question I raised: Who owns this graph? Nine months later (December 2025), Foundation Capital declared that […]
Blog
Agentic Payments In B2C Commerce: Where We Are Now
The state of agentic payments is evolving rapidly. This post summarizes five key developments and provides a timeline of critical announcements since November 2025.
Blog
When Cyber Insurance Meets Cyber War, Coverage Becomes Conditional
For years, cyber insurance relied on generic war exclusions that rarely shaped enterprise decisions. That changed when NotPetya, a Russia‑linked attack, caused billions in collateral damage in a blast radius of unrelated but affected organizations and triggered prolonged legal battles over whether traditional war clauses applied to cyber events. The result was landmark settlements for […]
Blog
OpenClaw Is Dead — Long Live OpenClaw
I didn’t wake up last Saturday morning planning to rethink my OpenClaw infrastructure and cost model. Then I got an email from Anthropic. It was short, polite, and to the point: Third‑party harnesses like OpenClaw would no longer be covered under my Claude Max subscription. Continued use would incur additional charges. Capacity constraints. Core products […]
Blog
CISOs Have Plenty Of Work To Do In An AI-Driven Future
As AI becomes more embedded in fundamental business processes, organizations can no longer settle for “secure enough.” Learn how AI is redefining the CISO role — and actions that they can take today.
Blog
The AI CIO Will Govern Outcomes At Scale
AI will redefine the CIO role from overseeing delivery to governing outcomes at scale. As autonomous systems turn intent into action, CIOs gain influence by setting decision rules, enforcing guardrails, and ensuring accountability across human and AI labor.
Blog
Banks Are Leaving A Billion-Dollar SMB Segment On The Table
Banks believe they understand small business risk. They don’t — what they actually understand is paperwork. Every day, revenue‑generating small businesses are declined, downgraded, or quietly pushed away — not because they are unstable but because they don’t resemble the customers that banking systems were designed to recognize. Each rejection reinforces a costly illusion: that […]
Blog
Bye Bye Birdie: The Rise And Fall Of Allbirds
Powered by purpose and buoyed by splashy marketing, it seemed destined for greatness. But economics and profitability always have the final word.
Blog
The Expanding Universe Of GRC For AI: Key Questions From Technology Leaders
In 1929, astronomer Edwin Hubble discovered something unsettling. The universe isn’t static; it’s expanding everywhere, simultaneously, at every scale. His simple equation (Hubble’s law) shows that galaxies are accelerating away from each other, and the farther they are, the faster they recede. Eventually, galaxies become so distant that they cross our observable horizon entirely — […]
Blog
Why Marketing Plans Fail And How A Plan Of Record Fixes It
Marketing teams invest heavily in annual planning — but once execution begins, reality starts to drift from it. Learn how a marketing plan of record can help teams stay focused.
Blog
Most Content Doesn’t Build Credibility: Let’s Fix That
The gap between what buyers need and what content delivers is becoming more consequential. Learn how leading teams build credible, proof-based content in an AI-driven buying environment.
Blog
Beware The Magical Two-Person, $1 Billion AI-Driven Startup
Recent news stories are a reminder to evaluate AI "miracles" with a dose of healthy skepticism.
Blog
Stop Calling It Debt — It’s A Liability
A Conversation With Murray Cantor (Part One) Enterprise IT runs on billions of dollars of implicit risk, yet most organizations still manage it with deterministic spreadsheets and gut‑feel prioritization. Murray Cantor — PhD mathematician, defense systems architect, and veteran of IBM’s most successful high‑risk projects — thinks there’s a better way. Over three conversations […]
Blog
The Real Reason Journey Mapping Stalls — And The Certification That Helps Leaders Fix It
Journey mapping creates insight, but results depend on the skills behind it. This blog breaks down the journey management capabilities CX leaders need — and how certification at CX Forum West helps build them.
More posts