AI Layers in B2B CX: From Classical AI to Agentic Platforms Originally published on Eglobalis: https://www.eglobalis.com/ai-layers-in-b2b-cx-from-classical-ai-to-agentic-platforms/ Most companies bought the top layer and never built the foundation. Their customers can…
CX Gap Discovery: When AI Is Necessary—and When It Isn’t AI or Not—That Is the Question for Your Company. Originally published at: https://www.eglobalis.com/cx-gap-discovery-when-ai-is-necessary-and-when-it-isnt/ Executive summary Most B2B organisations do not…
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…
AI in CX Is Not the Problem — Escalation Failures Are the Real Trust Gap This article was originally published in full on Eglobalis https://www.eglobalis.com/ai-in-cx-is-not-the-problem-escalation-failures-are-the-real-trust-gap/#https://www.eglobalis.com/ai-in-cx-is-not-the-problem-escalation-failures-are-the-real-trust-gap/# Why trust in AI-driven CX…
Explore how Polyvagal Theory redefines Customer Experience. Learn why "surprise and delight" can trigger stress responses and why a "Parasympathetic Brand" focused on safety and predictability builds deeper customer loyalty.
This article explores how behavioral science and neuroscience explain repeat customer actions. It challenges the myth of customer loyalty by revealing how default settings, cognitive biases, and habit loops drive behavior more than brand love or emotional connection. Backed by research from McKinsey, Harvard, and behavioral economists like Thaler and Sunstein, the article provides actionable strategies for customer experience (CX) leaders to design smarter defaults and frictionless journeys that create true stickiness. #HumanExperience , #CustomerBehavior , #Nudges , #BehavioralScience , #CXDesign , #TheH2HExperiment , #CustomerExperience , #DefaultBias , #cx
The Decision Delay: How Bureaucracy Kills Customer Experience explores how slow decision-making—approval chains, internal politics, and process overload—destroys CX agility. Using research from Harvard Business Review, McKinsey, Forrester, Gallup, and MIT Sloan, the article introduces Experience Decision Velocity (EDV), a tactical framework that helps organizations measure Time to Decision, Decision Accuracy Rate, Empowerment Threshold, and Resolution Loop Time. EDV enables CX leaders to eliminate friction, accelerate customer impact, and build responsive, emotionally intelligent service systems.