Author: James McIntyre
James McIntyre
James helps organisations accelerate retention, loyalty and revenue growth by diagnosing customer experience challenges and optimising lifecycle and marketing strategy. He bridges data, design and delivery to turn insight into measurable commercial outcomes, providing senior expertise without full-time overhead.
Artificial intelligence hasn’t just improved the customer journey. It has compressed it, fragmented it, and partially handed control to algorithms. Yet while investment surges, results lag. MIT research found that 95% of generative AI pilots have failed to deliver measurable P&L impact. At the same time, Zendesk reports that 83% of consumers believe customer experience should be better than it is today. We are no longer managing linear funnels or even omnichannel journeys. We are managing an ecosystem of machine influenced decisions, off-platform commerce, predictive service, and rising customer expectations all moving faster than most operating models can handle. AI…