Archive

Dec 17, 2025

CX Predictions, 12 Months Later: What Analysts Got Right and What’s Next for 2026

A year after our original CX Predictions series, we asked top analysts to reflect on what played out in 2025 and what’s ahead. The verdict: AI strengthens human-led CX, progress depends on connected data and orchestration, and 2026 will be defined by agentic AI, trust, autonomous workforce support, and cross-functional convergence.

Oct 27, 2025

Becoming AI-First: How We’re Building the Future of Work at Centrical

Transforming a company into an AI-first organization is hard work. Here’s how we’re doing it at Centrical, and what leaders navigating this transition can learn from our experience.

Sep 18, 2025

The New Deal: Why Organizations Must Rethink the Employee-Employer Contract

Mass layoffs, AI hype, global political turmoil, and economic uncertainty. We’re living through a flock of “black swans” that demands a fundamental shift in how we think about work.

Aug 7, 2025

One Company, Four Experiences?

Many companies are using AI for customer service. The winners are those making sure AI and human agents actually work together to solve problems and keep customers happy.

Jul 1, 2025

The 3 Workforce Disruption Waves You Can’t Afford to Ignore

From AI-human collaboration to rising complexity in frontline roles, the next era of work demands new strategies. Discover the three disruption waves reshaping our organizations, and how you can turn this shift into an advantage.

May 6, 2025

The Surprising ROI of a 2-Second Coaching Habit

Could this 2-second action change how your frontline teams respond to coaching and boost their productivity by 4%? Our data says yes.

Apr 2, 2025

Want a High-Performing Workforce? Coach Like an Athlete

Tracking performance metrics alone won’t drive improvement—changing the right behaviors will. Just as FORM AR goggles analyze swim technique to improve efficiency, businesses must connect key performance metrics to underlying behaviors and coach employees accordingly.

Feb 19, 2025

Is AI Killing BI? I Hope So.

I call Business Intelligence Business Gossip: plenty of data, but no action. Here’s how AI is changing the way we turn data into action at scale.

Jan 22, 2025

Forget Career Pathing: Survive the AI Era with On-the-Job Upskilling

On-the-job reskilling and upskilling have shifted from engagement strategies to lifelines for business survival. To stay resilient and prepare their workforce for tomorrow’s evolving challenges, organizations must invest in developing their most valuable asset: their people.