| The Inference Paradox: |
Tokens Got 1,000x Cheaper and Your AI Bill Went Up
Somewhere in your organization there is a slide claiming that agentic CX is about to get cheap. I bet, there is. It has a line heading down and to the right, it cites the collapse in token prices, and it is not lying about the c...
Every hype cycle produces its own comfortable silence, and this one has a good one: almost everybody is doing AI, and almost nobody will say out loud whether it worked. In our recent CRMKonvo with Jon Reed, co-founder of diginomica, we spent an hour poking at that silence, with Ralf Korb doing the p...
Welcome to another reality check. The CRM industry loves a good fairy tale. The most persistent one is the mythical customer journey. We like to pretend that customers wake up, look at our perfectly designed product pathways, and cheerfully walk down the well-paved brick road. The reality is far les...
Every AI CRM vendor selling into 2026 has an AI agent story by now. The differentiator is no longer whether agents exist, but who is allowed to build the next one, how long that takes, and what happens to the bill once it works. For decades, CRM has promised growth and mostly delivered data entry, d...
Every so often a vendor conversation earns the word "useful," and this one flirts with it. On CRMKonvo #309, Pega's Matt Healy walked into a room of skeptics and, refreshingly, did not try to sell AI as pixie dust. He sold governance. Let me explain why that is the interesting part, and wh...
