AI Stalls Due to Orchestration, Not Quality
The AI Integration Problem Nobody's Talking About…Until Now Here's the plot twist: 92% of business leaders have a positive view of AI, yet 40% have paused or adjusted at least one AI initiative. According to RingCentral 's Agentic AI Trends 2026 report, the disconnect isn’t AI quality. It’s orchestration. Integration complexity is the top reason AI programs stall. Getting different AI tools to work together, connect with your existing tech stack, and pass context seamlessly? That's the real challenge today. The solution isn't acquiring more AI tools. It's making your tools work smarter together - and conversational inputs like voice make it infinitely easier to connect human intent to automated execution. We've moved from experimentation to everyday use. The next evolution requires orchestration, not just adoption. If you're involved with AI initiatives, or CX more broadly, this RingCentral report is a must-read. It'll reshape how you think about your AI strategy. #AIIntegration #CX #RingCentralPartner
AI Accelerates Customer Expectations—Adapt or Fall Behind
Customer expectations don’t stand still — they escalate. What made you successful yesterday may not keep you successful tomorrow. With AI reshaping the rules of the game, the success equation is changing faster than ever. How can you exceed customer...
Are Customers Ready for AI Agents?
At last week’s keynotes, several people asked me about AI agents and whether customers want or are ready for them? Eventually, YES! What AI agents can do is ASTONISHING compared to even nine months ago. But you may not know...
Adapting Advice Across Industries: Consulting on Mic
This is the BEST part of my job! Figuring out how to tailor my advice to different business leaders in totally disparate industries is a fun (and sometimes challenging) assignment. It’s basically consulting, but while holding a microphone. Here’s the...
Live Demo Shows AI Agents Revolutionizing Customer Experience
You probably need to know this. Do customers want AI service? I think yes, once they really experience it. What AI agents can do inside a unified customer experience program is ASTONISHING compared to even nine months ago. But there’s...
Leverage Human Touch to Outperform AI-Driven Competition
See you tomorrow? My new keynote is about how to use the human touch to out-perform your competition in the age of AI and automation. It might be my best work, ever. Live on Zoom. Tomorrow! Human.Kind: How to Keep...
AI Becomes Commodity; Strategy and Creativity Win
In a fight between robots, the strategist is king. AI is going to be commoditized. Which means you cannot ultimately win with AI, you can only keep pace with your competitors. Do you agree? As a marketer, I'm excited about...
You're Invited: Connect at Our Upcoming Event
You're Invited Want to see my new keynote? It's all about how to use the human touch to out-perform your competition in the age of AI and automation. It might be my best work, ever. I'm doing the whole talk...
Leverage Human Touch to Win in the AI Era
Want to see my new keynote? It's all about how to use the human touch to out-perform your competition in the age of AI and automation. It might be my best work, ever. I'm doing the whole talk for you....
Mastering Communication: Why Speed of Response Trumps Speed of Resolution
When someone asks a question, delaying any reply while you hunt for the answer causes anxiety and uncertainty for the asker. Instead of staying silent until you have a full solution, respond immediately with acknowledgement — e.g., “Good question; I...
The 'Right Now': Mastering the Perfect Timing for Customer Interactions
Presenter introduces the concept of the “Right Now,” a Goldilocks zone of responsiveness for customer interactions where timing is slightly faster than customer expectations. A two-axis chart—trust (vertical) and speed (horizontal)—illustrates reactions from anger when too slow, to satisfaction when...
Why Empathy Is the Ultimate Competitive Advantage: Lessons From Chewy.com
The speaker argues that empathy, not product range or lowest price, can be a company’s decisive competitive advantage, using Chewy.com as a case study. Chewy reportedly tracks customers who lose a pet and sends personalized gestures — including commissioned oil...
Program Overview: Embrace Complaints & Boost Your Business
The program argues that rising customer complaints are an underused growth lever and offers a research-backed framework for turning dissatisfaction into competitive advantage. Drawing on proprietary research and examples from a best-selling author’s work with major brands, it explains who...
Program Overview: Ignite a Word of Mouth Wave
Ignite a Word of Mouth Wave is a program that teaches businesses how to intentionally create customer-driven promotion by turning satisfied customers into volunteer marketers. The presenter argues that word of mouth—already influencing over half of purchases—is becoming more valuable...
Program Overview: Time Is Money: How to Exceed Customers' Need for Speed
The program 'Time is Money: How to Exceed Customers' Need for Speed' presents research showing responsiveness drives revenue—two-thirds of customers now value speed as much as price and over half choose the first responder regardless of cost. The host argues...