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
I previously shared how sustainability is becoming the new CX battleground 92% of buyers now prioritize brands with social and environmental responsibility, and circular economy models like IKEA’s resale program are revolutionizing customer relationships. But here’s the problem: most companies are getting it wrong. They’re treating sustainability and customer experience as separate departments, with separate
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
Here’s what matters: Philip Morris International just proved that even the most controversial industries can reinvent their customer relationships. After investing over $14 billion since 2008, they’ve turned 38.6 million smokers into users of smoke-free alternatives, generating 39% of their revenue from products that didn’t exist a decade ago. This isn’t just another corporate transformation
Here’s what every CX professional needs to know right now: customer experience isn’t just changing; it’s being completely rewritten. And if you’re not paying attention, you’re falling behind faster than you think. The numbers don’t lie. Companies that nail their CX strategy are crushing their competition by 3.5X in stock performance. Meanwhile, brands that excel
Here’s what most brands get catastrophically wrong: They’re obsessing over the wrong customer. While fashion brands chase the mythical size 0-4 customer, they’re ignoring 67% of actual US women who wear size 14 and above. Mango figured this out, and their transformation from a segregated plus-size line to a fully integrated experience is a masterclass
Why I built this blog, and why you should care đŸ™‚ 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
Something interesting happened in Lisbon this May. While most of us were caught up in our daily customer experience (CX) fires, over 200 retail leaders quietly gathered for two days to crack the code on what’s working in customer experience right now. Here’s what matters: they didn’t just talk theory. They rolled up their sleeves
