I can remember when mobile phones became ubiquitous. In the 80s, there were a few early adopters carrying enormous phones around self-consciously, but in the 90s, phones became small enough to fit in your pocket. Companies from my part of the world - such as Nokia and Ericsson - ruled the cellphone market globally. [Now, all those old phones are in museums

You have heard the buzz: AI is racing toward superintelligence, and it’s going to change everything. But for CX professionals, this narrative often feels disconnected from the day-to-day work of improving customer service and satisfaction. While the pursuit of Artificial General Intelligence (AGI) is fascinating, the true AI revolution is already happening in how we analyze data, personalize interactions, and streamline operations.

In an age where AI innovation explodes daily - as evidenced by the Google's recent I/O conference in Mountain View, California and the Google Cloud Summit Nordics 2025 in Stockholm - business leaders face a critical dilemma: how to move beyond the hype and strategically integrate AI without descending into 'AI-frantic' chaos. Possibilities emergi