⛔ Let's stop pretending we are improving CX.
→ Process automation and case management.
→ Customer journey map and execution.
→ Advanced end-to-end orchestration.
→ Customer data platform #CDP.
→ Advanced data and analytics.
→ Centralized decision engine.
→ AI-powered decisioning.
→ Customer decisioning.
→ Agentic AI and GenAI.
→ Next best action.
→ Rules engines.
Organizations have deployed many of these ☝️.
Some deployed, if not all, at least most of them!
Yet only 6% of brands managed to improve their customer experience.
💥 As a client of a #banking #FinancialServices or #insurance company, you also feel it.
You are less happy about how they resolve your requests every year.
… and it’s getting worse!
Because improving Customer Experience does not happen in workshops and is not a technology problem.
Don't get me wrong.
Technology helps, right?
⭕ Well, it hasn’t in the last 2 years!
I have a talk to address this very issue and will help you address it this year:
🗓️ Wednesday, April 22, 2026
🕔 3:55pm
📌 Canada, Toronto
#BBCconf #BBC2026 #BuildingBusinessCapability
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Follow the “Uncle of DI” if you're looking for unfiltered insights into #DecisionIntelligence, #AI, and #DecisionAutomation. Hit the 🔔 on my profile to get notified about my daily posts.
Posted here.
Published April 14th, 2026 at 07:30 am
