Doing Customer eXperience Right In The AI Era · 2026-06-09 · 27 min
Most leaders think they are delivering a great customer experience. Pierre Charchaflian of IBM says they are delivering yesterday's version. The new standard is not fixing problems when customers report them. It is knowing about the problem before the customer does, and solving it before they have to ask. That shift, from reactive to anticipatory, is what separates the brands that customers stay loyal to from those they leave without explanation. The technology to do it exists right now. Most companies are not using it. Pierre has spent 25 years at the intersection of data, technology, and customer experience, and he says this transformation is unlike anything he has seen before. The window to act is open. It will not stay that way.
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