In This Issue:

• AI + Humans: The CX Edge in 2026

• Leadership Wins in 2026

• Time Management in the Age of AI – corporate workshop

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AI + Humans: The CX Edge in 2026 

According to Forrester’s 2026 CX Predictions, in 2026, leading organizations recognize that customer experience is a strategic differentiator—and success comes from blending AI efficiency with human judgment. Forrester says further that organizations relying solely on AI are risking customer frustration and losing trust. (forrester.com)

Key insights for leaders:

• AI for efficiency: Automate routine tasks like order tracking and returns to reduce operational friction.

• Seamless transitions: Ensure customers move between AI and human support without repeating information.

• Transparency builds trust: Customers should always know when they’re engaging with AI versus a human.

• Human judgment matters: Complex or sensitive issues require empathy and nuanced decision-making.

“In 2026, tolerance for surface-level AI efforts is fading. Experience leaders must integrate AI through a customer-centric lens to earn loyalty.”

Forward-looking CEOs and managers are using AI to amplify human capability, not replace it—delivering faster, smarter, and more empathetic experiences.

Read the full Forrester 2026 CX Predictions

Leadership Wins in 2026

Strong leadership continues to drive business success in 2026. Companies that invest in employee development, clear strategy, and agile decision-making are reporting higher performance and stronger client satisfaction. 

Recently, several organizations were recognized for innovative leadership practices that improved team collaboration and accelerated growth, showing that thoughtful leadership—not just technology—remains a key differentiator in today’s competitive market.

Read more: https://www.forbes.com/sites/forbesleadershipcouncil/ 

Time Management in the Age of A.I.

A workshop program for teams that helps them create their own customized methods of optimizing their time by combining the proven popular frameworks with customizations and new techniques like AI to get fabulous gains in their success.

Learn how you can have David conduct it at your organization

This workshop grew out of a successful program first conducted for Executive MBAs at a prestigious university. It’s interactive – and from the comments we get from participants, it’s both fun and impactful:

• "Such a great session! Very interesting on all the different styles of time management. I can't wait to start.”

• "Amazing session. Totally loved it.”

• "This session is essential in life.”

• “You hit the nail on the head”

• “The time flew by — so much info. When I noticed the time, the session was almost over”

The last word

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David