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February 2025

Untangling the TAM, SAM, SOM and ICP alphabet soup
The technology industry increasingly relies on TAM (Total Addressable Market) and ICP (Ideal Customer Profile) terminology.
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Nicolas De Kouchkovsky
Zendesk acquires Local Measure
Today, Zendesk announced its intent to acquire Local Measure. While the announcement did not disclose the price, several sources have since indicated…
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Nicolas De Kouchkovsky
Conversational AI platforms: Navigating continuous change
Conversational AI platforms provide today's benchmark for self-service and AI-driven customer engagement.
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Nicolas De Kouchkovsky
New CEO Rory Read shares his plan for Sprinklr
Sprinklr’s most recent quarterly industry analyst update provided an opportunity to hear from its new CEO, Rory Read, who shared his observations after…
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Nicolas De Kouchkovsky

January 2025

Musings from Twilio 2025 Investor Day
Twilio hosted an investor conference 10 days ago, offering highly insightful takeaways.
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Nicolas De Kouchkovsky
Crafting your CX AI roadmap
I had the privilege of speaking on the inaugural episode of RingCentral’s Real Experts webinar series on AI and contact centers.
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Nicolas De Kouchkovsky
Will Clay become a verb?
There’s no doubt that Clay has emerged as a reference point in the SalesTech industry.
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Nicolas De Kouchkovsky
AI Adoption: lessons from Five Star Call Centers’ journey
Before the holidays, I had the privilege of speaking with Joel Sylvester, Chief Client Officer, and John Coulter, Vice President of Business Development…
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Nicolas De Kouchkovsky

December 2024

© 2025 Nicolas De Kouchkovsky
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