CX Leaders Bet on AI, Yet Trust and Transparency Remain the Wildcards Summary This CMSWire analysis of US CX leader sentiment finds AI moving from experiment to mainstream — with personalisation topping the agenda, cost and prediction accuracy as leading implementation hurdles, and transparency as the biggest risk. Marketing and mobile apps are where leaders […]
Is It Digital Transformation 3.0 or AI Transformation 1.0? Summary The article argues that AI marks a new era distinct from previous waves of digital transformation. Where Digital Transformation 1.0 focused on internal efficiency and 2.0 on digitising customer interactions, AI (Digital 3.0 / AI Transformation 1.0) shifts businesses toward human-like engagement: words become primary […]
Customer Trust Is the Currency of CX — Why Broken Promises Leave Scars Summary Trust is fragile in customer experience: a single broken promise can erase years of goodwill. Colleen Lonsberry uses a personal story about a booked cottage to show how missed commitments feel personal and damage the customer–brand relationship. The article outlines common […]
Weekly Roundup: September 5-11, 2025 Summary This roundup collects 12 posts published on the Harvard Law School Forum on Corporate Governance during 5–11 September 2025. The items cover a wide set of boardroom and corporate governance issues: evolving roles in corporate investigations, sustainability team best practice, the US–EU trade framework’s ESG/CSR implications, board crisis preparedness, […]
2025 Proxy Season Review: Volatility, Evolving Tactics and New Expectations for Shareholder Engagement Summary The 2025 proxy season was highly volatile: strong early activity gave way to a slowdown after the April 2 tariff announcement and further disruption when the SEC revised guidance on 13D/13G engagement rules. Authors Dan Scorpio and Sheila Ennis (H/Advisors Abernathy) […]
Narrative Contradictions: The Invisible Governance Risk Summary Craig E. Carroll of the Observatory on Corporate Reputation argues that narrative contradictions — statements that are individually true but collectively inconsistent — have become a distinct and material governance risk. These contradictions typically stem from organisational complexity, shifting priorities and fragmented accountability rather than deliberate deceit. Yet […]
Do’s and Don’ts of Using AI: A Director’s Guide Summary This Harvard Law Forum piece gives practical guidance for company directors who are using AI tools in their corporate roles. It flags key risks — accidental disclosure of confidential information, discoverability of AI chats, lost privileges when transcribing counsel conversations, and the hazard of relying […]
Digital Experience Analytics Meets AI: Rethinking Operational Reporting Summary Static dashboards and monthly slide decks are failing executives who need clear, timely sight of digital experience performance. Reporting is often filtered, overloaded with irrelevant metrics, and out of date — which hides risk and buries opportunities. AI promises to change that by providing real-time, independent […]
10 Game-Changing Innovations Outside of AI That Should Inspire CMOs Summary This piece, framed around Scott D. Anthony’s book Epic Disruptions, argues CMOs must treat disruption as an engine of progress rather than a one-off crisis. The author positions CMOs as strategic orchestrators of digital transformation — responsible not only for brand and promotion but […]
Customer Retention > Customer Acquisition. Period. Summary This piece argues that retention is not a mindset or a campaign — it is infrastructure. The author outlines the operational gaps (data, staffing, process) that prevent firms from building behaviour-driven retention systems and shows how retention must be productised: lifecycle segmentation, trigger infrastructure, suppression logic, personalisation variables […]
