Your Customers Meet AI Before They Meet You
For most of the internet era, competitive advantage came from getting closer to the customer: surveys, reviews, usage data, direct conversation. A new HBR piece by Graham Kenny and Ganna Pogrebna argues
that ground is shifting under that whole model. Increasingly, the first “conversation” a prospective customer has isn’t with your sales team or your website. It’s with an AI tool that researches, evaluates, and shortlists suppliers on their behalf, often before a human at your company knows the prospect exists.
The Coordination Deficit in Retail: Why Operational Intelligence Matters More Than More Data
Retail organizations are investing aggressively in digital systems, analytics platforms, and AI initiatives, yet the
The Invisible Factory: How Manufacturers Are Turning Fragmented Data into Aligned Execution
The data is there. The decisions are not.
Manufacturing loses an estimated $3.1 trillion annually to data silos, with up to
Measuring the Agentic Edge: A Strategic Framework for AI Productivity and ROI
Enterprise AI has entered the agentic era, where systems reason, plan, and execute complex multi-step workflows
The Agentic Edge: Why 88% of Enterprise AI Agent Projects Fail and What the 12% Do Differently
Enterprise AI has entered the agentic era: systems that do not simply generate content but reason, plan, and execute
The Great Credit Pivot: Navigating India’s Loan Restructuring Evolution in the Age of AI
India’s credit market is undergoing a structural shift that demands urgent attention from banking leadership. A
The $80 Billion Divide: Why Most AI Customer Service Projects Fail and What the Leaders Are Doing Differently
Enterprise AI investment hit record highs in 2025. So did the failure rate. Approximately 80% of AI customer service
Why 88% of Contact Centers Use AI and Only 25% Get Results From It
The contact center industry has an uncomfortable gap between adoption and impact. The global AI customer service
Why Tenant Churn Is Quietly Destroying NOI And How AI Fixes It
PropTech is undergoing a sharp valuation reset, with vertical software multiples compressing by 39 percent in recent
Why Manufacturing Planning Is Breaking and How AI Scheduling Is Fixing It
Manufacturers are increasingly struggling with planning complexity that traditional ERP systems and manual scheduling