Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator Originally published on Eglobalis: https://www.eglobalis.com/agentic-ai-and-customer-innovation-why-governance-is-now-the-key-differentiator/ Introduction Agentic AI – autonomous, decision-making AI “agents” – is no longer experimental.…
Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users Originally published on Eglobalis: https://www.eglobalis.com/designing-cx-for-non%e2%80%91human-customers-ai-agents-apis-and-machines-as-users/# The Rise of Non‑Human “Customers” Traditional customer experience (CX) design assumes a human…
Trust is the foundation of great customer experience—and it’s built through behavior, not branding. This article explores eight practical, psychology-based strategies CX leaders can use to build trust quickly, including emotional matching, clarity to reduce cognitive load, micro-consistency, rapid recovery, personalization, realistic commitments, and designing interactions that create nervous system safety. Learn how human-centered trust design drives loyalty, reduces friction, and strengthens CX performance through actionable, science-backed techniques.
Five bold, non-mainstream predictions that will redefine customer experience over the next five years. From the death of the average customer to the rise of Emotional ROI, the end of privacy, the AI/automation paradox, and reputation shifts to private channels, this crystal-ball forecast explores how these trends will disrupt CX and what business leaders can do now to stay ahead. Check these controversial crystal-ball future visions for CX in this article!
Discover why Net Promoter Score (NPS) may no longer be the most reliable metric for customer experience. This article explores the power of measuring customer regret instead—offering a deeper, emotionally-driven alternative backed by neuroscience, psychology, and practical CX insights. Learn how to ask the right questions, decode customer disappointment, and turn regret into transformation.
Want to change your company? Start by changing your relationship with yourself. In business, we often look outward: systems, strategy, culture, process. But real transformation? It starts inward. In Article 9 of The HX Revolution, we explore what I believe is the real secret to sustainable change: -Why personal growth is the foundation of business transformation -How self-awareness, mindfulness, and emotional intelligence shape human experience at work -And simple, practical ways to begin your own HX journey — from the inside out Because your energy creates experiences. Your presence sets the tone. And the way you show up every day… teaches others how to show up too. Read the article and let me know: What’s one inner shift that’s changed how you lead, collaborate, or connect? #TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment #EmotionalIntelligence #SelfAwareness #Mindfulness #CultureTransformation
Ever made a “rational” decision that didn’t feel right? Yeah. Me too. In business, we love logic - Dashboards. Forecasts. Data. The whole package. But behind every choice, there’s something deeper at play: 💥 Emotion. 🧠 Bias. 🌀 Dissonance. 🎭 Ego. 🤝 Collective intelligence. In Article 7 of The HX Revolution, I dive into what really drives decisions inside organizations—and how to make them more human, conscious, and aligned: 🧬 The neuroscience behind why emotion always plays a role 🪞 How philosophy (yes—Stoicism and existentialism!) can sharpen our choices 🌱 Why the best decisions aren’t top-down, but distributed across networks of trust 🛠 Plus: real practices to embed emotional honesty, clarity, and integrity into the way your teams decide Because every decision is a mirror. And in human-centered companies, decision-making becomes more than strategy—it becomes identity work. 👇 Read the full article and let me know: What’s the most meaningful decision you made this year—and what shaped it? #TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment