Here’s what happened when decision-making became a closed loop between algorithms. A team of researchers just ran an experiment that should terrify every leader betting everything on AI automation. Journalist Evan Ratliff, in collaboration with tech research lab Special Circumstances, created HurumoAI, a fictional Silicon Valley startup staffed entirely by AI agents, no humans. Just
Originally published in CX Pulse newsletter | By Audrey Chatel Something fascinating is happening in customer experience right now. For years, we’ve operated under a simple assumption: customers prioritize convenience and price above all else. Environmental concerns? Nice to have, but not a deal-breaker. That paradigm is shifting faster than most CX leaders realize. Recent
Originally published in my LinkedIn newsletter – adapted for deeper insights. The most comprehensive CX study of 2025 just dropped, and the results are both encouraging and alarming. After analyzing responses from over 1,000 CX leaders, one thing is crystal clear: we’re living through the most significant transformation in customer experience history—and most of us
The 2025 Women in CX Awards just revealed the blueprint for scaling human-centered transformation and it’s not what you think Here’s the uncomfortable truth: Your empathy training isn’t working.You’ve mandated it in programs. Added it to the values statements. Talked about it in every all-hands meeting. Yet when crisis hits, when budgets tighten, when pressure
Why I built this blog, and why you should care 🙂 Here’s the truth: after 15+ years swimming in the customer experience waters, including my current gig as Customer Experience Digital Director at Schneider Electric, I’ve watched too many companies crash and burn with their CX efforts. Not because they lacked good intentions, but because
