Todd

Buyers want proof, not AI. CX interest in AI fell 9% while service management and connectivity jumped 76%, showing governance now beats big promises. Is your stack built to audit and control automation? #CX #AI #Automation tinyurl.com/379t6nda

4,330 alerts a day. Security teams investigate just 37%, and AI alone is not fixing the gap. The edge is faster triage with humans still checking the call. How are you handling this? #Cybersecurity #AI #IT tinyurl.com/npcrw43z

What if outages are optional? The real shift is from breaking systems to scoring reliability before AI-driven bugs hit prod. Worth a look, then tell me: are you testing failure or tracking it? #AI #DevOps #SRE tinyurl.com/bddsjb62

Stop calling CX dead. AI can now do much of the old CX work, so teams that only map journeys will lose ground. The next edge is turning customer insight into business decisions. Agree or not? #CX #AI #Business tinyurl.com/5esnj983

Had meetings and a dinner with 20+ enterprise AI and IT leaders today. Lots of interesting conversations around the state of AI in large enterprises, especially regulated businesses. Here are some of general trends: * Agents are clearly the big thing. Enterprises moving from talking about chatbots to agents, though we’re still very early. Coding is still the dominant agentic use-case being adopted thus far, with other categories of across knowledge work starting to emerge. Lots of agentic work moving from pilots and PoCs into production, and some enterprises had lots of active live use-cases. * Agentic use-cases span every part of a business, from back office operations to client facing experiences from sales to customer onboarding workflows. General feeling is that agentic workflows will hit every part of an organization, often with biggest focus on delivering better for customers, getting better insights and intelligence from data and documents, speeding up high ROI workflows with agents, and so on. Very limited discussion on pure cost cutting. * Data and AI governance still remain core challenges. Getting data and content into a spot that agents can securely and easily operate on remains a huge task for more organizations. Years of data management fragmentation that wasn’t a problem now is an issue for enterprises looking to adopt agents. And governing what agents can do with data in a workflow still a major topic. * Identity emerging as a big topic. Can the agent have access to everything you have? In a world of dozens of agents working on behalf, potentially too much data exposure and scope for the agents. How do we manage agents with partitioned level of access to your information? * Lots of emerging questions on how we will budget for tokens across use-cases and teams. Companies don’t want to constrain use-cases, but equally need to be mindful of ultimate token budgets. This is going to become a bigger part of OpEx over time, and probably won’t make sense to be considered an IT budget anymore. Likely needs to be factored into the rest of operating expenses. * Interoperability is key. Every enterprise is deploying multiple AI systems right now, and it’s unlikely that there’s going to be a single platform to rule them all. Customers are getting savvier on how to handle agent interoperability, and this will be one of the biggest drivers of an AI stack going forward. Lots more takeaways than just this, but needless to say the momentum is building but equally enterprises are acutely aware of the change management and work ahead. Lots of opportunity right now.

AI is losing workers. 44% now say AI does more harm than good, while only 36% say they get the training to use it at work. That gap is the story. Read this, then tell me if your job is ready. #AI #FutureOfWork #HR tinyurl.com/5xw4a84y

Stop reporting activity. CX earns budget when teams tie one fix to one business result, like fewer repeat calls cutting churn or cost. What metric would win over your leadership? #CustomerExperience #ROI #Business tinyurl.com/yvmb9dw2

Your AI is stuck. Most AI failures in CX start with broken connections, not bad models. If your bot knows the policy but cannot act, your stack is the problem. What is missing in yours? #AI #CX #CustomerExperience tinyurl.com/2tucfpwd

Search is losing shoppers. Shopify says AI buying agents could favor the best fit, not the biggest retailer, giving smaller brands a shot at discovery. Would you trust one to shop for you? #Shopify #AI #Retail tinyurl.com/w7u4rwc3

Your AI agents may clash: today’s protocols were not built to talk to each other, so the safer move is modular design plus tight policy controls. Worth your roadmap? Read this and weigh in. #AI #CIO #ITStrategy tinyurl.com/4cnx5frp

Count this, not logins: AI value shows up in changed tasks, faster decisions, and better questions, not prompt totals. What metric are you still using that tells you nothing? #AI #Leadership #FutureOfWork tinyurl.com/yfjncw89

Most tiers fail here: if the next reward feels too far away, loyalty turns into apathy. Brands should reward progress, not just spend. What keeps you in a program? #Loyalty #Retail #CustomerExperience tinyurl.com/3mmwsvbd

Think AI builds trust? Gartner found half of consumers prefer brands that keep generative AI out of customer-facing content. Should brands make AI optional, not front and center? Read more: #AI #Marketing #CustomerExperience tinyurl.com/muspjmuy

Stop dodging hard talks: the best leaders make dissent a duty, not a risk. That is how teams catch blind spots before they turn costly. What is one truth your team needs to hear this week? #Leadership #Management #Workplace tinyurl.com/2k8wkzdc

AI pilots keep stalling. Banks spend 43% of IT budgets on old systems, leaving just 29% for change. That helps explain why 4 in 5 leaders see little return. What breaks the logjam first? #Banking #AI #CIO tinyurl.com/46hb6ar8

Your stack is exposed: The SaaS apocalypse is really a CX cleanup. AI and platform bundling are wiping out overlapping tools, so vendor survival and data portability matter more than new features. Which tool goes first? #CX #SaaS #AI tinyurl.com/ynhnrhty

What breaks loyalty fastest? Not price. Low product confidence makes shoppers switch, and that dip hits after some experience, not at the start. Are brands teaching enough? Read the study. #CustomerExperience #Loyalty #Retail tinyurl.com/35stpsbv

Move in months, not years: agentic AI is shrinking IT planning windows, so waiting may cost more than legacy tech. Which path fits your stack: layer it in or rebuild? #AI #CIO #TechStrategy tinyurl.com/2a72mvfb

AI fails for a reason: the gap is often culture, not code. Teams win when product, ops, and engineering share rules for what AI can do. Are your teams aligned yet? #AI #Leadership #FutureOfWork tinyurl.com/2s3v88ed

AI's missing payoff: workers got faster, firms did not. The lesson is old: swapping in AI without redesigning the company kills the gain. Are most teams repeating the electricity mistake? #AI #Business #FutureOfWork tinyurl.com/ybbeb432