By embracing artificial intelligence with purpose, we have a historic opportunity to revolutionize customer service and transcend traditional results. This isn't just about automation; it’s about amplifying human potential.
Despite record-breaking investments in Customer Experience (CX) technology, the majority of enterprise initiatives are hitting a wall. The data is uncomfortable, but clear:
• 95% of corporate Generative AI pilots are failing to scale (MIT)
• 80% of executives believe they deliver superior experiences
• Only 8% of customers agree
This disconnect is not a failure of effort. It is a failure of economic design.
For the last decade, organizations have obsessed over theExperience Economy, staging journeys, managing sentiment, and chasing “delight.” But we forgot the most fundamental truth of business:
Customers do not want delight. They want resolution.
The market has shifted. The old playbooks are burning.We have officially entered The Resolution Economy™.To survive, organizations must stop asking how to stage better feelings, and start asking how to resolve problems completely and perpetually.
Traditional CX models trap organizations in a cycle of diminishing returns. We call thisthe Performance Trap and It is the seductive belief that:
• A prettier chat widget or AI Agent
• More personalized hold music
• Better front-end UX
…will fix customer frustration.
So companies invest heavily in creating“wow” momentson the surface, while ignoring the fractured reality of the back office.
What actually happens:
• Seamless promise on the front end
• Fragmented data behind the scenes
• Siloed departments
• Agents without full visibility
• Escalations, delays, friction
You end uppromising a memorable feelinganddelivering frustration.
Fragmentation is the primary reason95% of enterprise AI initiatives fail. Organizations rush to implement AI, but they are missing the fuel that makes the engine run.
In The Resolution Economy™, raw data is not enough. Experience alone is not enough. AI layered on top of chaos only accelerates failure.Many organizations try to deploy AI at theCollection stage, hoping algorithms will magically fix disconnected systems but they won’t.To succeed, organizations must move through a unified flow:
Traditional CX models trap organizations in a cycle of diminishing returns. We call thisthe Performance Trap and It is the seductive belief that:
• A prettier chat widget or AI Agent
• More personalized hold music
• Better front-end UX
…will fix customer frustration.
So companies invest heavily in creating“wow” momentson the surface, while ignoring the fractured reality of the back office.
What actually happens:
• Seamless promise on the front end
• Fragmented data behind the scenes
• Siloed departments
• Agents without full visibility
• Escalations, delays, friction
You end uppromising a memorable feelinganddelivering frustration.
Changing strategy is a massive undertaking, but it starts with measurement.
We developed theResolution Readiness Assessmentto cut through the noise and reveal your organization’s true maturity.
The assessment will:
• Identify knowledge gaps
• Expose fragmentation risks
• Highlight systemic bottlenecks
• Deliver actionable recommendations to move from delighting to resolving
