Bill Staikos
CX operator and consultant at Be Customer Led
Expert insights
- 2026 is where people are now asking, where’s the business outcome and the result? Show me hard metrics now. Last year many software companies got attention just for adding gener...
- The space between categories is breaking down a lot faster. Design tools are moving into campaign execution and customer service platforms are going deeper into agentic automati...
- The data conversation has fundamentally changed and it’s very practical—brass tacks now. The conversation is more operational: can my data actually support decisioning, personal...
- It was organizations not just buying kind of features or rounding out platforms. I think it really was about defensibility — trusted benchmarks, vertical data, and the operation...
- I think you can treat the consolidation as a contract moment, and not necessarily like a press release moment. There’s an opportunity to take advantage of the change and transit...
- Building a CFO‑friendly automation map is critical: the fastest teams connect automation outcomes back to root causes so the organization can understand why the work existed in ...
- I’m going to burst some folks’ bubbles — the agentic thing for 2026 is not going to pan out; many CIOs and COOs don’t trust autonomous agents or see clear value, so the headline...