A customer asks what time your support team closes. A bot answers instantly, correctly, and the ticket closes in under ten seconds. A different customer, three tickets later, is asking why their account was billed twice after a failed migration,…
Methodology Note This piece is not a new proprietary survey. It’s a triangulation of the most current published research on B2B buyer touchpoint, drawn from named sources with public methodology, cited throughout. Where sources measure different things, we say so…
Q: Why does this question keep coming up in procurement meetings? Because most teams already know the answer, and they’re avoiding it. The vendor missed another SLA last quarter. The account manager stopped responding within a day. Results have been…
A vendor says their AI has “human-in-the-loop” oversight. You ask what that actually means. The answer is a shrug, or a vague line about “our team reviewing things.” No checkpoint. No audit log and No named person accountable for a…
A board slide says “AI-powered platform.” Underneath it is a chatbot that routes tickets the same way a keyword rule did three years ago. The invoice is four times higher now. Nobody asks what actually changed. Everyone nods, because the…
Every sales kickoff deck in 2026 has a slide about AI sales agents. Some show them as a threat — leaner teams, fewer reps, agents doing the qualifying work. Others show them as a tool that frees up time for…