Next Generation Customer Experience analyzes how organizations make the shift to systems of experience and mass personalization at scale. In Digital Business organizations compete in the service economy. In the service economy only organizations that can deliver optimized customer experiences survive.
This customer-centric cohesion requires new paradigms in user experience fueled by digital business technologies including social, mobile, cloud, big data, and unified communications.
Have you ever attended an event and just had something stick in your head—for days or even weeks? Months? Smartsheet ENGAGE in early November 2025 raised just such a question: What matters for the reality of work?
In this issue, we have to talk about agentic commerce, given how much it was discussed at NRF this past week. Have to… even if we did a newsletter on it before (11/23 issue). The last time we addressed it was an intro to the topic; this time, we have more in-depth links for you to read.
Agentic AI to date has revolved around architecture, standards, use cases, process automation and productivity, but customer experiences and visions of reinventing categories are moving to the forefront.
ServiceNow said that it has expanded its multi-year partnership with OpenAI in a move that will revolve around computer-use automation, expanded AI tools and workflows using technologies from both companies and native voice interactions.
Align AI Agent Usage With Key Business Outcomes To Drive a Modern, Effective Growth Strategy
OpenAI launched ChatGPT Go in the US, an $8 per month subscription plan, and plans to launch ads in that plan and free versions.
This edition examines how 2025 began with hopes of returning to predictable, stable growth and is ending with deceleration to no growth ahead: a slower job market, stagnant wages, and consumer spending shifting to higher-income segments, reducing affordability for most consumers.
Walmart's head of AI acceleration, product and design riffed on OpenAI ChatGPT and Google Gemini for agentic commerce, transformation, the retailer's role in the AI economy and the future of customer experience and why shoppers will "be doing a lot less scrolling."
As work shifts from collaborative to intelligent, what becomes more important: speed or velocity?
Apple Intelligence as well as a new Siri will be based on Google's Gemini models.
Google is making its play to lead agentic AI commerce across its units as it combines AI Mode commerce features and agents with a new end-to-end commerce protocol and Google Cloud's Gemini Enterprise for Customer Experience.
Nvidia, which is quickly becoming the champion of AI open-source models in the US, argues that open AI models are roughly six months behind more expensive proprietary frontier models. If that's the case, CxOs should base nearly all of their AI plans around open-source models.
