Insights, wisdom & nonsense
The software industry is not doomed. But companies must close the gap between what their platforms promise and how they deliver value.
Success with agentic AI depends more on readiness than rapid adoption.
Chris Kelly argues that business growth comes from better human experiences, not advertising, through seamless, customer-centric design.
Customer service is a moment in time and customer experience is the sum of all those moments.
A little over three years ago, we quietly launched Fabric, a consulting firm dedicated to creating breakthrough customer and employee experi
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