Interview
Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help.
Rhys Fisher · 13 Aug 2026
Interview
The Way You're Measuring CX AI ROI Is Broken
Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.
Rhys Fisher · 19 Jun 2026
Interview
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it
Rhys Fisher · 16 Apr 2026