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I recall Steve Jobs once famously saying, “You can’t connect the dots looking forward; you can only connect them looking backward.” In other words, you don’t always see how experiences or people will help you in the moment, but when you look back, the connections become clear. This is why I think the doom and gloom on AI is misguided. Every conversation, every new perspective, and every relationship adds a new “dot” to your journey. Collecting the dots helps you one day connect the dots. Synthesis, then, in the age of information abundance given AI, will be the critical human skill over the next 5-10 years. Connecting the dots helps solve problems, identify novel use cases and is the genesis of new ideas. It can also open doors you didn’t even know existed. But you have to collect those dots first. How are you collecting dots today? What’s your plan to build your synthesizing skills? #ai #professionaldevelopment #growthmindset

Three key trends are shaping the near future for CX: 1. Real-time adaptive AI 2. Multimodal and immersive AI interactions 3. Autonomous agents Additionally, we’ll see businesses evolve their CX strategies to be “AI-first” in design. Already AI agents are being built with CX baked into their workflow. Customer expectations will shift accordingly, as we’ll expect more immediacy, personalization, and transparency from AI systems. How are you approaching these trends? #customerexperience #future

Vertical is viral right now. I am talking about agentic AI that is vertically focused. They're hyper-specialized, hyper-effective, and industry-specific. But it's horizontally focused agentic AI is going to be absolutely lethal. And it is already starting to take shape. Just like the rockstar employees at your company (the 10% driving 80% of the value), horizontal agents will become the connective tissue across every industry, every task, and everywhere. They'll be the 1% driving 90% of value. Horizontal agentic AI will peek around corners. They’ll make decisions across boundaries. They’ll break down silos for your company. Seamlessly. We’re going to shift from "specialist bots" in 2025 & 2026 to true orchestrators, collecting all the dots and then connecting the dots in a way we didn't even know could exist. And all this by around 2028/2029. Horizontal agents will rewrite the rules, orchestrating decisions at a scale that vertical AI simply can't touch. You'll stop playing checkers in a chess world. You'll stop thinking incremental innovation. You'll stop thinking artificial boundaries. You'll start thinking horizontally. Ready, set, disrupt. #agenticai #horizontalai #future #disruption #innovation #ceo #coo

McDonald's is embracing AI to revolutionize its service delivery across 43,000 locations, worldwide. How? They’re integrating AI-powered kitchen equipment and drive-through systems. This will help the company reduce wait times and enhance order accuracy, ultimately improving the customer experience. But they’re not stopping there. They are also leveraging AI to streamline operations and alleviate employee stress by fostering a more efficient work environment. Not sure if it means more customers will eat there, but it does mean existing customers and employees will see a boost. How do you see AI reshaping your industry’s customer experience? #ai #customerexperience #innovation

AI is breaking language barriers in customer service, enhancing interactions by neutralizing accents in real-time. Imagine customer calls becoming effortlessly clear, no matter where you or your rep are located. Teleperformance Group’s new accent-neutralization tech is making this possible, ensuring smooth conversations and happier customers worldwide. Pretty cool tech is gaining steam with real-world use cases that actually make our lives better. Will this make you want to make a call more though? More calls = more cost for companies. I just want to solve my issue quickly. I could care less about where it gets done. What’s your take? #customerservice #ai #customerexperience #callcenters #innovation

Hey OpenAI - love all the new agentic products, but can you make Deep Research results open in a format of the user’s choice through some selection mechanism like a drop down or other feature? Perhaps let users open results in Microsoft Word, PDF, or Google Doc (like Gemini allows you to do)? Also, when copying/pasting Deep Research results into a doc, the sources don’t copy over when using your copy feature. I like to click on all the sources and read them for validity. Any other features users in my network looking for? #openai #artificialintelligence #future #research

AGI, aka Artificial General Intelligence - AI that can think, reason and problem solve like humans - feels inevitable at this point, no? For AI to be considered AGI, it needs to handle everything a human can, not just specific tasks like writing or coding. But when will it actually happen? So itreally depends on who you ask. DeepMind CEO Demis Hassabis believes we’re 5 to 10 years away. While speaking in London recently, he pointed out that today’s AI is impressive, but it still struggles with making sense of the real world. True and fair. Baidu CEO Robin Li suggests AGI is more than a decade away, contradicting the more optimistic predictions from other tech leaders. But not everyone agrees with Hassabi’s timeline or Li’s. Some believe we’ll see AGI much sooner: Dario Amodei (Anthropic) thinks we’ll have AI outperforming most humans at nearly all tasks within 2-3 years. Dario also mentioned AI will write “essentially all code” within 12 months. Jeetu Patel (Cisco) expects AGI to show up as early as this year, with superintelligence, AI that surpasses human intelligence, only a few years behind. Elon Musk has thrown 2026 into the mix. OpenAI’s Sam Altman says it’s coming “reasonably soon.” Somewhere in the middle is the right answer. And when AGI or even super intelligence (SI) comes into the conversation, people immediately go to job losses. But AI, AGI or even SI doesn’t mean a priori there will be job losses. AI has been around since the 1960’s and the labor market continues to improve on multiple dimensions. (Fair, this time is different.) But what if we just produced more, and better, products our customers love. Each of us an innovation lab of one. Creating new products our customers love, at scale and speed. That sounds like a much better version of a possible outcome. What do you think? #ai #agi #superintelligence #future

Everyone’s suddenly building Agentic AI. Except, they’re not. Slapping a goal on a glorified flowchart and calling it agentic is like handing your intern a to-do list and then declaring they’re CEO. True agentic AI is defined by its ability to: 1. Set and pursue goals autonomously 2. Plan, adapt, and learn from outcomes 3. Interact with its environment in real time 4. Operate with memory, not just state 5. Not need handholding after every step If your “agent” can’t self-initiate, replan, or operate beyond your IF/THEN logic, you’re just rebranding old-school ML with a new buzzword. Good luck with that! Want to deliver real Agentic AI? Start with your mindset: You’re not building tools. You’re building collaborators. #ai #agenticai #machinelearning #automation #cx #productivity #generativeai #agenteconomy

Everyone is talking about 2025 being the year of agentic AI. We shall see because talk vs. development vs. implementation are all very different. But I've been thinking, with all the agents expected to be operating, should we be developing protocols for agents to communicate **and negotiate** with each other? I think of it as an “HTTP for AI agents,” standard languages or APIs that allow an AI from company A to safely interact with an AI from company B. I would love to see orgs like the IEEE or W3C spearhead standards so that, for example, a Procurement agent knows how to talk to a Sales agent, irrespective of their creator. Is this needed? Someone exponentially more technical than me in my LinkedIn family must have the answer. Thoughts? #artificialintelligence #governance #technology #future #agenticai

Cloudflare recently reported that AI crawlers are scraping 39% of the top websites and making requests 300 to 500 times more frequently than Google’s search bots. One reason is model training, but the other, perhaps more interesting (to me at least), is that we're no longer the ones searching – AI is doing it on our behalf. 🤯 So at some point, we should be writing web content for agent consumption rather than human consumption. What would that look like? Well if 99% of attention is going to be LLM attention and not human attention, your beautifully designed .html pages intended to attract humans to click around should just be .txt files intended to be delivered through the content window of an LLM. It will also mean trying to understand how to pipe product data into LLMs to enable AI-based shopping. So everything from search to e-commerce is about to change. So much for the marketing and sales funnel? And what happens to platforms like this one? Also, if the holds true, will LLMs be the end of web design? Random thoughts this Sunday morning. Stay curious folks! #llm #ai #ecommerce #design #technology

As AI becomes more prevalent in e-commerce, a notable 34% of consumers are now willing to let AI make purchases for them. One-in-three folks!!! 🤯 A recent article in TechRadar highlighted research by Omnisend that while personalized recommendations and efficiency are appealing, data privacy concerns persist. On top of that, 40% of shoppers are frustrated by the lack of human support in customer service. I realize that this is all new and people are getting used to the latest tech, but folks, c’mon, you’re either in or you’re out. How can businesses address these concerns to build trust and fully harness AI’s potential in enhancing customer experience? #ai #customerexperience #ecommerce

With agentic AI rolling out over the next 18-24 months at scale, you’re going to be hearing a lot more about digital twins. They will reshape both customer and employee experiences. Don’t sleep on this one; waiting isn’t an option. Picture this: every employee armed with a digital twin, but not just one. We will each be professional octuplets. We’ll have tireless digital partners that take over tasks and entire roles, accelerate decision-making, and free up creative energy. Now, extend that power to your customers. What if you created a digital twins of each customer. You could run endless testing & observation to optimize your products and services. All without exhausting them with yet another survey. In short, digital twins will redefine efficiency and engagement on both sides of the business equation. While I can see this taking shape first at the enterprise level, I think mid-market leaders need to invest here too. It’s not too far out to start exploring, tinkering, and ideating. #innovation #transformation #customerexperience #employeeexperience #midmarket

Did I just interact with your brand, or did your AI just play me? Meet Manus, China’s new “agentic AI” that feels like the smartest person in the room. Frankly, it’s got a little swagger. It was created by a company called Monica.im, which is a subsidiary of The Butterfly Effect Co. Unlike the polite little chatbots we’re used to ignoring, Manus makes decisions, solves problems, and acts independently without asking for permission. On the heels of DeepSeek, we really do have to start paying attention now. Here’s why: Imagine contacting a customer service chatbot and getting immediate solutions before you’ve even explained your issue. Or better yet, Manus predicts your complaint, fixes it proactively, and leaves you wondering if mind-reading is suddenly part of the customer journey. This is a full-on shake-up of how consumers and brands will interact. And while the convenience sounds amazing, it’s a little scary too: How much autonomy are we comfortable giving these AI agents, especially when they’re influencing our buying decisions or customer experiences without our explicit consent? And I’ll go back to a point I was hammering on all of last year: who’s the customer when the agentic AI fully transacts? Folks, you better have a look at what your definition of customer is and what your opt-in/consent policies are. Like, today. CX leaders, it’s time to decide: Are we ready to trust an AI like Manus to represent our brands or even represent our customers? Are we ready for Manus to outsmart us, or even outsmart our customers? Should we talk about this more before Manus does it for us? What is your plan?? #ai #customerexperience #automation #technology #agenticai #innovation

Admitting you have a problem is the first step: your organization is addicted to surveys. Just like that drive-thru burger you regret an hour later, surveys are quick, convenient, but ultimately destructive when overconsumed. Surveys give us the illusion of insight while actually malnourishing our decision-making. We gorge on Likert scales and multiple-choice questions, deluding ourselves that we're getting the nutritional value of genuine understanding. We're not. Employee pulse checks, NPS scores, satisfaction ratings – we're mainlining these empty data calories while starving for actual substance. The corporate equivalent of supersizing your meal and wondering why you feel terrible afterward. Meanwhile, your people and customers suffer from survey fatigue – the organizational equivalent of a food coma. Every "just two minutes of your time" adds up to being overstuffed, disengaged and ready to nap rather than innovate. Surveys should come with the corporate version of a Surgeon General’s warning that they’re addictive and have side effects: oversimplified thinking, confirmation bias, and decisions made on checkbox responses rather than human conversations. We're trading nutrients for numbers, substance for speed. Want a healthier diet? Try speaking to people with actual dialogue. Conduct interviews where people speak in sentences, not ratings. Observe real behavior instead of claimed preferences. It's time for companies to get out of the survey drive-thru and cook up something more nutritious. Your business deserves better than the empty calories of another 1-10 NPS scale. Oh wait, NPS is 0-10. 😂 Break the fast-food survey habit. Your organization's health depends on it.​​​​​​​​​​​​​​​​ #customerexperience #surveys #nps #csat

Google’s Chief Scientist just made a telling revelation: AI now generates at least 25% of their code. This number feels like it could double this year. And with Claude’s latest model, non-coders are taking “Vibe Coding” to new levels. I’m already having my kids write up game ideas they would like to create with Claude 3.7 just by prompting. I’m now convinced you have to pay for ChatGPT, Claude, and Google Gemini. Budget for it. For your own sake and future. #ai #vibecoding #coding #future #learninganddevelopment

It's coming, everyone: the post-agentic AI experience NPS survey. 🤣

The one-size-fits-all approach to customer experience is dead weight. Companies that rely on cookie-cutter solutions are missing the mark. The notion that a single, off-the-shelf strategy can cater to every customer is not just outdated; it’s a blatant insult to the intelligence of your audience. Every customer is unique. We’re all snowflakes people? Preferences, needs, and behaviors are as diverse as the platforms customers use to interact with your brand. Yet, many organizations stubbornly cling to the idea that if a strategy works for one, it must work for all. That’s like trying to fit a square peg into a round hole and expecting a perfect match. It’s lazy, ineffective, and, frankly, it pisses off the very people you’re trying to serve. The irony is that while technology and analytics have evolved exponentially, many CX leaders still rely on the same tired, generic models. They obsess over metrics like Net Promoter Score and CSAT without digging deeper into the nuances behind the numbers. The blind reliance on broad data reduces complex human behaviors to mere statistics, stripping away the personal touch that modern consumers demand. It’s a one-dimensional view of a multidimensional reality. If you’re serious about delivering real value, it’s time to ditch this cookie-cutter mindset. Embrace a strategy that acknowledges the individuality of each customer. When you force everyone down the same narrow path, you’re not just oversimplifying their journey—you’re actively alienating them. Instead, invest in understanding what truly drives each customer’s experience. Leverage granular data and real-time feedback to build tailored interactions that resonate on a personal level. In today’s market, where customers expect personalization and genuine engagement, sticking to outdated models is a recipe for stagnation. Companies that fail to adapt are destined to be left in the dust by more agile competitors who understand that real customer experience is as varied as the customers themselves. This isn’t a call for half-measures or incremental tweaks. It’s a wake-up call to challenge the status quo. Reassess your CX strategy and ask yourself: Are you truly listening to your customers, or are you just ticking boxes? Stop romanticizing simplicity when complexity is the reality of modern consumer behavior. Instead of forcing your customers into a one-size-fits-all mold, give them the respect they deserve by crafting experiences that acknowledge their individuality. The future of CX isn’t about fitting everyone into the same template, it’s about recognizing and celebrating what makes each customer unique. It’s time to kick the cookie-cutter approach to the curb and build a customer experience strategy that is as dynamic and diverse as the people you serve. #customerexperience #cx #personalization #marketing #innovation

Here’s why understanding the customer experience and acting on it is failing: CX Teams analyze surveys and open-ended responses in their CXM platforms. Contact Centers analyze voice and chat in their CCaaS. Marketing analyzes brand research in their MarTech stack or Social on a different platform. Sales is using CRM to analyze their data. Business lines can use other solutions, and there are a myriad of them out there. I’ve long advocated for CX Teams to move beyond the survey and integrate structured and unstructured data and tie it to strategy and outcomes. But when you look at standalone teams analyzing their own data, in their silo, essentially everyone has their own version of the survey. Companies need to integrate all of these signals at scale. Nobody is really doing this successfully / well today. So the talk about omni-channel, hyper-personalization, etc. will always be just that, talk, unless there is an integrated strategy to deliver on all this. Who will step up? Should it be CX? Engineering, Tech, or COO? Someone else? What are your thoughts on who should lead this charge? #customerexperience #cx

In a past work life, my team and I analyzed the net sentiment of the open-ended commentary across every NPS relationship survey score 0-10. What we found was that 0-9 scores had a net-negative sentiment. Only 10’s were net positive, and not overwhelmingly so. What did this reinforce in me, the team, and the business? Put simply, NPS surveys and scores were leading us down the wrong path. Looking at one point of information, and determining whether you’re doing a good or bad job delivering for the customer, was no way to measure let alone go about customer experience work. And don’t let the NPS Kool-Aid drinkers tell you that the promoters are the ones that can be most critical because their so “invested” in your business. It’s a parlor trick to sell more consulting hours. Don’t waste your time on NPS surveys. Do spend your time looking at the 100 other sources of customer insight you have. PS - notice how my NPS survey was a 0-10 scale and a relationship survey? That’s right all you 1-10 scale people who are using it to measure transactions. You’re not only using and measuring NPS incorrectly, you’re also wasting your time. #customerexperience #nps #survey #analytics #data

I want to talk about an important topic today. No, it’s not about CX or AI. This is bigger. I want to talk about FEAR. I recently came across an acronym for the word and wanted to share it here. We all suffer from fear at some point or another. F.E.A.R. False Evidence Appearing Real Hope one of you needed this today and will use it to break through. #mentalhealth #wellness #breakingthrough