AI general

DCX Stat: 92% of organizations say that the support and services they receive from vendors have become more critical in the AI era. Takeaway: Customers are putting increasing weight on how vendors support them in the AI era—when support matters this much, the experience itself becomes a competitive edge. CX leaders need... See more

A secret AI PM infographic authors forget to mention: Virtually nobody is using Agentic RAG. Why? I’ve spent hundreds of hours building agents and talking to AI engineers. There’s a huge gap between what you see on your feed and what teams actually do in practice... See more

This is my most viewed post ever here on Substack. And you, have you read it?

Repeat with me: seats based pricing does’t make sense for AI agents!

Stat: 68% of customer service and support interactions are expected to be handled by agentic AI by 2028, with 56% predicted within the next 12 months. Takeaway: Agentic AI isn’t some distant future—it’s already top of mind for most orgs and customers. For teams in CX, PM, and UX, it’s time to design for human‑AI mashups... See more

I’m very proud of this upcoming series with my colleague @Anis Aknouche - it’s a complete overview of the KG + LLM pattern and based on Anis’ research

The State of The Agentic Web