Technology

Introducing the Bot Customer Experience (BCX) Field

Technology

Introducing the Bot Customer Experience (BCX) Field

by Martin Goetzinger on Oct 24 2025
Discover the future of software design with Bot Customer Experience (BCX), a groundbreaking field redefining how we interact with AI agents. As bots handle over 80% of customer interactions by 2025, review examples of using BCX to boost efficiency, satisfaction, and trust. Explore real-world examples and actionable tips to integrate bot-friendly design into your projects. 
Inside the Engine Room of Enterprise AI: Why Forward-Deployed Engineers Matter

Technology

Inside the Engine Room of Enterprise AI: Why Forward-Deployed Engineers Matter

by Martin Goetzinger on Oct 06 2025
Forward-Deployed Engineers (FDEs) are the key to successful AI adoption in enterprises, bridging the gap between innovation and real-world implementation. They ensure AI systems deliver measurable business value by solving complex integration challenges and fostering trust.
Death by a Thousand Metrics: When Good Intentions Turn into Organizational Friction

Technology

Death by a Thousand Metrics: When Good Intentions Turn into Organizational Friction

by Martin Goetzinger on Oct 05 2025
Misaligned metrics can drain organizational energy, turning good intentions into friction. Discover how to identify and fix metrics that undermine meaningful work.
IT Is Losing Face With Marketing—And Fast

Technology

IT Is Losing Face With Marketing—And Fast

by Martin Goetzinger on Aug 27 2025
IT departments are losing trust with marketing teams by focusing on projects instead of strategic platforms. As low-code tools empower marketing, IT must shift to a product mindset to regain relevance and drive business outcomes.

Technology

Enterprise Sales Reps: AI Agents Are Coming for Your Boring Work—And That’s a Good Thing

by Martin Goetzinger on Aug 21 2025
Enterprise sales is 90% mind-numbing busywork and 10% actual selling—and everyone knows it. CRM updates, email follow-ups, lead qualification, forecasting, data entry, internal meetings… the list of soul-sucking tasks goes on. Well, good news (or bad, depending on how much you love admin work): AI Agents are about to take over all the tedious crap you hate. The future of sales isn’t endless pipeline reviews or scrambling to piece together customer insights. AI will handle the drudgery, and sales reps will finally get back to what they should be doing: closing deals and building relationships. AI Agents Will Eat Sales Admin Work for Breakfast Enterprise sales isn’t just about persuasion—it’s a labyrinth of repetitive, time-wasting tasks that AI can obliterate overnight: No More CRM Hell – AI Agents will auto-update pipelines, track deals, and flag missing data. Reps won’t have to spend hours logging activity just to make their manager happy. AI-Powered Follow-Ups – Instead of manually crafting follow-up emails, AI will send personalized, context-aware messages better and faster than most reps do today. Lead Qualification on Autopilot – AI will instantly analyze inbound leads, prioritize the best ones, and even book meetings before a rep lifts a finger. Instant Sales Forecasting – AI Agents will analyze deal progress, customer engagement, and historical trends to generate real-time, no-BS forecasts (unlike the garbage numbers most teams currently throw together). Competitive Analysis, Done Instantly – AI will pull insights on competitors, pricing changes, and market trends without reps having to dig through 50 reports and Slack threads. The AI Business Plan: A Sales Rep’s New Best Friend Here’s where it gets really interesting: AI Agents won’t just eliminate grunt work—they’ll actively guide sales reps to close more deals. Imagine this: AI Outlines Your Sales Strategy – The AI Agent generates a custom game plan for each customer, highlighting key pain points, optimal engagement strategies, and competitive differentiators. Automated Deal Progress Reports – No more guessing what’s working. AI analyzes every interaction, flags potential risks, and suggests next steps before you even realize you need them. Customer Insights in Seconds – Instead of digging through old emails and CRM notes, AI surfaces everything you need to know about a customer instantly—from recent interactions to financial trends. Smarter Coaching & Enablement – AI will track performance and provide real-time coaching, nudging reps toward better messaging, pricing strategies, and negotiation tactics. The Reality Check: Will AI Replace Salespeople? Short answer? No. But it will expose the lazy ones. The reps who rely on charm and guesswork? They’re toast. AI will remove excuses, highlight inefficiencies, and force reps to step up their game. The ones who embrace AI, use it to work smarter, and double down on real human relationships? They’ll thrive. Final Thought: Adapt or Get Left Behind AI isn’t just changing sales—it’s redefining what makes a great sales rep. The future belongs to salespeople who: Use AI to eliminate busywork Leverage AI insights to stay 10 steps ahead of customers Focus on high-value, strategic engagement So, sales teams: Are you ready to let AI handle the grunt work and start selling for real?  Drop your thoughts below—are you excited or terrified? Let’s hear it. 
The Real Reason CMOs are Adopting Adobe CJA to Augment Their Snowflake or Redshift EDWs & BI Dashboards

Technology

The Real Reason CMOs are Adopting Adobe CJA to Augment Their Snowflake or Redshift EDWs & BI Dashboards

by Martin Goetzinger on May 12 2025
Travel and hospitality leaders rely on cloud EDWs like Snowflake and Redshift, but face high costs, brittle pipelines, and delayed insights. Adobe Customer Journey Analytics (CJA) solves these with real-time ingestion, a unified XDM schema, and AI Agents—empowering brands to deliver personalized guest experiences.
Middle Managers Are F’d: How AI Agents Will Wipe Out Most of You—And How to Survive

Technology

Middle Managers Are F’d: How AI Agents Will Wipe Out Most of You—And How to Survive

by Martin Goetzinger on Oct 05 2024
Leadership books won’t save you—AI doesn’t care how many you’ve read. With AI rapidly automating decision-making, scheduling, and performance reviews, middle management is on the chopping block. But not all will be replaced—only those who fail to adapt. This article breaks down the five key shifts you must make to stay relevant in the AI era. If you want to survive, it’s time to stop managing and start leading.