Founder CXM Lab
Chief Executive Officer, Hansa Cequity
Customers do not experience departments, platforms, or partner SLAs. They experience one brand—and quickly notice when its internal handoffs fail. This article examines why polished customer journeys unravel between marketing, sales, service, operations, and collections, and outlines a CXO agenda for replacing siloed optimisation with shared journey ownership, relevant context, and genuine resolution.
An AI marketing agent's task completion fell from 94% to 28% as its working context filled with accumulated history — a failure researchers call "context rot." The same thing happens to customers: not a hard wall, but a slow decline in decision quality as offers, banners, and "personalized" recommendations pile up. The fix isn't less personalization. It's sharper attention management — for algorithms and humans alike.
Google's new ATLAS study says AI is helping workers, not replacing them—and the data holds up. But a study of how people use AI can only see the people still employed. Meanwhile, layoffs blamed on AI are surging and entry-level hiring is shrinking. The honest answer? AI is augmenting and displacing workers at the same time. Which workers matters.
All marketers today want a unified customer view or as we know it the CSV- Customer Single View. While there are multiple ways and multiple steps in getting to the CSV…
