This year, my husband and I traveled to Italy. We wandered through Venice's canals, explored Florence's art and architecture, visited Pisa, and spent time in Rome taking in its ancient streets and iconic landmarks. Like many visitors, we were drawn to the Trevi Fountain, the Spanish Steps, the Leaning Tower—the places that have witnessed centuries [...]
We've had several conversations recently with CX leaders that got us thinking. Their AI chatbots were handling thousands of interactions successfully—until one told a frustrated customer to "calm down." Sound familiar? You're not alone. This scenario is playing out in organizations worldwide, and it's exactly why responsible AI governance has moved from "nice to have" [...]
I've spent the better part of two decades helping organisations navigate growth strategies—from Silicon Valley SaaS startups to global financial institutions. And if there's one thing I've learned, it's that the most heated debates in business often miss the most important point entirely. The product-led growth (PLG) vs. customer-led growth (CLG) conversation is no exception. [...]
