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 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
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
