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Author Archives: Trent Rossini
Product Release: What’s new in inQuba 10.1
Conversational AI moves to the heart of customer journey orchestrationIntroducing the release inQuba 10.1 is here, and it brings...
A Well-Organised “Data Estate” is Key to AI Success in CX
And why Journey Management is the methodology that makes it possibleThere is a conversation happening across boardrooms, strategy sessions,...
The CX Trainwreck: Why Your VoC Surveys are Killing Your Strategy
The year is well underway, and at inQuba, we are deep into AI-centric journey transformations. Watching Large Language Models...
Context Engineering for Customer Experience
This will be my last newsletter for 2025. I have not been writing as much as I would have...
How, Practically, do AI Agents, fit into Customer Experience Management?
The press is filled with articles on the role of Agentic AI in impacting customer experiences. The hyperbole is...
Rethinking Customer Experience Management and the Tech
There has been a lot written of late on the very large challenges of customer experience management. If you...
A “How To” Guide for Customer Journeys and Agentic AI
The year has been building with great momentum. I spent the last week in Amsterdam at...
Getting Going with Journey Management is the Hardest Part!
2025 has kicked off with a bang for us at inQuba. We are deeply immersed in...
AI Needs Context for Great CX | Customer Journey Management Solutions
The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to...