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"We're implementing AI to handle customer service and reduce costs." I cringe every time I hear this. Not because AI doesn't save costs,...

"We've got a great acquisition campaign! Our customer numbers are growing like crazy!" I’ve heard this a lot from marketing leaders over...

"We'd love to connect with our customers, but we don't sell direct-to-consumer. The retailer owns that relationship." I've heard some...

"We filled out three feedback forms and nothing changed. Why should we bother telling them anymore?" I overheard this comment during a...