operational efficiency Archives

CX’s Rush to Prove Its Value Could Cost You Trust

by Sue Duris in Artificial Intelligence, Customer Trust 0

CX is finally being pulled into the operational core — measured on revenue, cost to serve, and risk, held to the same commercial standard as every other function. That shift is right, and it's overdue. But the rush to get there is quietly dangerous. The market's response to this shift hasn't been coherence. It's been [...]

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AI Search Without Operational Alignment Is a Liability, Not a Strategy

by Sue Duris in AI Search, GEO 0

In my recent CMSWire article, I wrote about how AI search is becoming the new gatekeeper in B2B buying — how buyers are using tools like ChatGPT and Perplexity to research vendors before ever visiting a website, and how the buying decision is increasingly happening before you know a prospect exists. If you haven't read it, [...]

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