GoKawiil
Tech News
In an Entrepreneur contributor piece, the founder of ÉLITER Packaging Machinery argues that companies should expand their definition of a 'product' beyond the physical machine or software itself. He describes features like interface buttons, order-process improvements and internal conversion logs as products in their own right, since they shape the customer experience even when customers never directly see them.
A former global customer success leader at HubSpot, who oversaw growth from about 70,000 to over 220,000 customers in four years, argues that traditional CRM systems were designed around sales processes rather than customer needs. The author contends that AI agents are now being used to fill gaps left by legacy CRM design across the customer journey.
A commentary piece contends that while organizations now collect vast amounts of behavioral data across the customer journey, this data excels at showing 'what' happened but often fails to explain 'why.' The author argues that lived experience—qualitative, human context—constitutes a valuable but frequently overlooked form of data.