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Thoughts & Insights

Essays and notes on AI, data, and building customer-centric products and operations.

Why AI is the Next Frontier of Customer Experience
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Why AI is the Next Frontier of Customer Experience

How predictive engagement and empathetic automation reshape CX—and where domain-specific models win.

10 November 2025John Michael Cancio
#AI#Customer Experience#Innovation
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Why AI is the Next Frontier of Customer Experience

Why AI is the Next Frontier of Customer Experience

How predictive engagement and empathetic automation reshape CX—and where domain-specific models win.

10 November 2025John Michael Cancio
If I had to build a Customer Success org from scratch today, here’s what I’d do. (And what I'd avoid.)

If I had to build a Customer Success org from scratch today, here’s what I’d do. (And what I'd avoid.)

Customer Success today isn’t just about satisfaction; it’s about retention, growth, and trusted partnerships.

12 May 2025John Michael Cancio
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