Independent advisory from executives who held the CEO, CTO, and CRO roles at Genesys, Avaya, Cisco, and Servion. No products to sell. No vendor on retainer.
We work on both sides of the CX AI equation — with enterprises making technology decisions, and startups finding the right path to market.
Independent assessment of CX AI vendors and platforms. We pressure-test vendor claims against production reality — no financial incentive to steer you toward any particular solution.
We stay with you through the full lifecycle — not just the purchase. From use case selection through month-six production reality, we help you avoid the failure patterns we've seen repeat across the industry.
We open the enterprise doors that take years to find alone. Channel strategy, alliance relationships, and the commercial playbook for selling differentiated CX technology to large organizations.
We evaluate emerging CX AI solutions for capability and business sustainability — connecting vetted startups with the enterprise buyers who matter.
Two years into the agentic AI rush, we've reviewed deployments across banking, telecom, retail and healthcare. The hype has changed. The failure patterns haven't.
The model went live in weeks. The processes, escalation rules, and QA loop around it never changed — so the agent is fast, confident, and unaccountable.
Every vendor now ships an "autonomous agent." Almost none can tell you what it's allowed to decide, what it escalates, or who owns the outcome when it's wrong.
Vendor demos run on clean intent and one dialect. Production is code-switching, accents, rage-typing, and three acquisitions' worth of legacy data the model never saw.
Quarter one looks great — novelty, executive attention, a fresh model. By month eight the champion has moved on, the model has drifted, and nobody owns retraining.
We work with a select group of enterprises and startups at a time.