Expert insights on software adoption, Learning Agents, and digital transformation.
Most SaaS companies survey customers too late and ask the wrong questions. A practical guide to deploying NPS and CSAT at the right moments during onboarding to drive adoption and reduce churn.
Support chatbots react to problems. AI coaches prevent them. A detailed comparison of both approaches for SaaS companies looking to drive product adoption and reduce churn.
A comprehensive guide to the best customer training platforms for SaaS companies in 2026, with honest comparisons, selection criteria, and expert recommendations for scaling customer education.
Product tours and tooltips were built for a simpler era. An AI onboarding coach detects friction before users disengage, guides them conversationally, and reuses the content you already have.
A phase-by-phase playbook for SaaS onboarding covering pre-onboarding, first-value moments, progressive disclosure, and everboarding. Includes metrics frameworks, common mistakes, and the role of AI coaching.
Traditional onboarding and support are reactive by design. AI coaches flip the model, detecting friction in real time and guiding users before they disengage.
Four out of five AI projects never deliver real business value. The problem is rarely the technology. It is the gap between deployment and adoption that kills most initiatives.
GE invested $4B+ in Predix, its Industrial IoT platform, and lost it all. A deep dive into why cultural resistance and poor internal adoption doomed one of America's most ambitious digital transformations.
Hershey's rushed a $112M SAP ERP rollout before Halloween 1999 and lost $100M+ in orders. A case study on why compressed timelines, big-bang deployments, and skipped testing phases destroy software adoption.
Nike's botched i2 demand planning deployment caused $100M in lost sales and a 20% stock drop. A case study on why rushing software adoption without proper change management destroys enterprise value.
Sobeys' $89M SAP Retail implementation crashed before Christmas 2000, causing empty shelves across 30 stores and a $50M after-tax loss. A case study on why grocery ERP success depends on adoption, testing, and people — not just technology.
Spar Group's SAP S/4HANA rollout at its KwaZulu-Natal distribution center caused 32 months of operational collapse, R1.6 billion in lost turnover, and franchisee lawsuits. A $100 million lesson in why ERP success depends on data quality, integration testing, and user adoption.