Age of the Customer
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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 […]
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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 […]
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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.
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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.
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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 […]
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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.
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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 — […]
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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.
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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.
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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.
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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 […]
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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.
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What Would You Ask If You Had 20 Minutes With A B2B Analyst?
In an age of endless AI answers, enterprise B2B leaders need clarity, not more noise. Forrester analyst one-on-ones at B2B Summit North America offer focused sense-making to pressure-test priorities and sharpen judgment at moments that matter most.
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The Real Reason Journey Mapping Stalls — And The Certification That Helps Leaders Fix It
Journey mapping delivers insight, but too often, it fails to drive change. Learn why CX leaders are shifting from mapping to journey management — and how certification builds the skills needed to drive measurable outcomes.
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Inside The Elite And Team Advantage Experiences At B2B Summit North America
Learn how Elite and Team Advantage Experiences help groups attending B2B Summit North America align, collaborate, and leave with clear priorities.
Blog
Beyond The Wave: What Customers Really Think About Autonomous Testing Platforms
We spoke with 37 enterprise customers using autonomous testing platform tools. The findings, published in our new report, “Buyer’s Guide: Autonomous Testing Platforms, Q1 2026,” reveal a nuanced picture: real progress, tempered by uneven adoption and evolving expectations.
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Power Growth With Synthetic Data — Lessons From Qualtrics X4
I spent time with Qualtrics at its March X4 event and came away with one big idea that I just can’t shake: synthetic data. For the uninitiated, synthetic data duplicates, mimics, or extrapolates from the real world but maintains no direct link to it. In the context of research, you’ll often hear of synthetic humans […]
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