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Signals worth paying attention to

Perspectives, observations, and findings from markets, customers, brands, and emerging technologies.

Signals worth paying attention to

This Week's Signal

78% of employees use AI tools their employer never gave them.

The biggest enterprise transformation in a decade is happening off the books — and out of leadership's line of sight.

Weekly Signal
Updated every Friday

This Week's Signal

CUSTOMER EXPERIENCE

Why customers leave before they ever complain

Around 43% of customers who churn never raise a single concern first. By the time the dashboards turn red, the decision to leave has usually already been made — quietly, weeks earlier.

BEHAVIORAL SCIENCE

More choice, fewer decisions

In the landmark field study, 24 options converted just 3% of shoppers while 6 options converted 30%. Expanding the menu often shrinks the action — across pricing tiers, product lines, and proposals alike.

AI & RESEARCH

Everyone adopted AI. Almost no one scaled it.

88% of organizations now use AI somewhere, yet fewer than 40% have pushed past the pilot stage. The advantage is no longer in starting — it's in the depth most never reach.

Perspectives, observations, and findings from markets, customers, brands, and emerging technologies.

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