Justin Chappell breaks down the shift from proactive to predictive CS, how OneTrust cut onboarding from 44 days to 8, and the four new roles every AI-first CX team needs.
CS teams are a mess of three-way splits—where they report, how they're paid, where they sit on the P&L. We break down the data and argue for a clearer path.
AI agents are only as good as the context they have. We break down why enterprise software becomes more valuable—not less—and where deterministic workflows still beat AI.
Today’s CCO is not only the voice of the customer but also an architect of the company’s operational strategies. The CCO who steps into a COO-like role will be the one leading the charge in shaping the future of customer-focused businesses.
