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Ignore customers' jobs-to-be-done at your peril: Why most self-service still disappoints
Customer self-service represents one of AI's most compelling use cases.
Jun 30
•
Nicolas De Kouchkovsky
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Ignore customers' jobs-to-be-done at your peril: Why most self-service still disappoints
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AI Agents: creating new categories or redefining the old?
I've been revisiting the CX and SalesTech landscapes.
Jun 24
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Nicolas De Kouchkovsky
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AI Agents: creating new categories or redefining the old?
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Musings from NiCE Interactions 2025
Last week, I attended my first NiCE Interactions in Las Vegas.
Jun 22
•
Nicolas De Kouchkovsky
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Musings from NiCE Interactions 2025
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Pega’s contrarian take on Agentic AI
Two contrarian points of view from PegaWorld last week stuck with me
Jun 11
•
Nicolas De Kouchkovsky
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Pega’s contrarian take on Agentic AI
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Five9 introduces its Agentic CX AI platform
Five9 today introduced its Agentic CX AI platform, advancing its ambition to lead the transformation of customer experience with trusted AI.
Jun 10
•
Nicolas De Kouchkovsky
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Five9 introduces its Agentic CX AI platform
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Is the traditional CRM model finally being disrupted?
I’ve been tracking Attio's push into the CRM space.
Jun 10
•
Nicolas De Kouchkovsky
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Is the traditional CRM model finally being disrupted?
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OpenAI enters the SalesTech space with the launch of ChatGPT Record
This week, OpenAI officially enters the SalesTech space with the launch of ChatGPT Record.
Jun 6
•
Nicolas De Kouchkovsky
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OpenAI enters the SalesTech space with the launch of ChatGPT Record
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May 2025
Making sense of AI agents and Agentic AI
Not a day goes by without new agent announcements.
May 28
•
Nicolas De Kouchkovsky
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Making sense of AI agents and Agentic AI
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Insights from NICE's Q1 2025
May has been a super busy month, and I’m still catching up on sharing key market developments.
May 26
•
Nicolas De Kouchkovsky
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Insights from NICE's Q1 2025
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Musings from ServiceNow Knowledge 2025
There’s a lot to unpack from the recent ServiceNow Knowledge conference, which marks a turning point for the company.
May 21
•
Nicolas De Kouchkovsky
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Musings from ServiceNow Knowledge 2025
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PG Forsta acquires InMoment to create a strong No. 3 in the VoC landscape
Big news in the customer experience and voice of the customer (VoC) space: PG Forsta is acquiring InMoment.
May 15
•
Nicolas De Kouchkovsky
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PG Forsta acquires InMoment to create a strong No. 3 in the VoC landscape
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Pondering Pega’s approach to agentic AI and workflow automation
During its Q1 2025 earnings call, Pega Founder and CEO Alan Trefler outlined a bold vision for harnessing agentic AI to transform enterprise workflows.
May 12
•
Nicolas De Kouchkovsky
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Pondering Pega’s approach to agentic AI and workflow automation
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