CX Signals
A strategic newsletter decoding the future of Customer Experience
Deep insights. Bold predictions. No fluff.
Join leaders from across CEd, CS, and digital CX exploring what’s next in experience design, orchestration, and intelligent customer systems.
-
Why Gainsight’s Acquisition of Skilljar Is a Big Deal for CX
Yesterday, Gainsight announced their acquisition of Skilljar—and this is big news for anyone working in customer education, community, customer success, or the broader customer experience space. I weigh in on what this means for the future of CX.
-
The Shift to Agentic CX: Why Static Journeys Are Breaking and What Comes Next
We’re now seeing the rise of agentic systems — modular AI agents that operate with autonomy, context awareness, and coordination. This shift has implications far beyond chatbot improvements or customer service automation. It points to a new CX operating model — one where intelligence is distributed across the journey, and action happens dynamically.
