The CX Factor
Ideas, frameworks, and field-tested insights for CX leaders who want to move from strategy to impact.
AI Doesn’t Fail Because It’s Complex. It Fails Because It’s Misaligned.
In 2018, Zillow launched Zillow Offers, a program that used AI to predict home prices...
The Human Factor in AI Success
Why Culture, Capability, and Change Still Decide Whether AI Pays Off This article continues The...
The Hidden Risks of AI:
Uncover the hidden risks of AI before they become headlines.. AI is transforming how companies...
The Hidden Costs of AI Implementation: What Executives Overlook When Budgeting AI
Most AI pilots fail to return their investment because leaders underestimate the hidden costs of...
Why 95% of AI Pilots Fail (And How to Succeed)
Executives still believe in AI's potential, but belief does not equal results. The reality is...
Breaking Down the Keep Call Centers in America Act 2025
Congress has introduced new bipartisan legislation that could reshape how companies support and service their...
The AI Decision Paralysis Trap (And How to Escape It)
By Brian Graves | Founder & Principal Advisor, Orion 7 Solutions AI decision paralysis is...
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