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Within Parloa I´m responsible for building a global GSI & BPO Partner Ecosystem and…
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Oliver Cook hat dies geteiltAre your AI CX metrics truly reflecting your customer experience? Many common measures like containment rate can be misleading. It's time to focus on real business value, strategic decisions, and outcomes that really drive success. Kayhan I. breaks down how to rethink your analytics for better CX and ROI: https://okt.to/N5F30YThe containment trap: why your AI CX metrics are lying to youThe containment trap: why your AI CX metrics are lying to you
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Oliver Cook hat dies repostetOliver Cook hat dies repostetParloa is coming to Atlanta for Microsoft AI Tour! 🚀 Come join myself and our team on the expo floor to see how AI agents power reliable, brand-safe customer experiences at scale, from first interaction to resolution. 📍 29 April | Georgia International Convention Center Whether you’re building customer-facing AI solutions, modernizing legacy platforms, or pressure-testing agentic architectures, this is your chance to get hands-on with AI agents designed for real enterprise CX environments. ✔️ See a tailored demo of Parloa’s AI agents: Explore how agents reason, act, and collaborate across systems to support complex customer journeys. ✔️ Dig into real customer journeys: Talk with our team about orchestration, agent architectures, integrations, and what it takes to scale CX reliably. ✔️ Join us for a private community dinner to bring together innovative leaders to discuss the future of AI in CX strategy and hear from our CMO, Latané Conant | Cooks & Soldiers April 29 @6pm | Reserve your seat here: https://lnkd.in/ez_Y3WC8 🔗 Book time to meet me and our team onsite: https://okt.to/NTLZpX #Parloa #AIInnovation #CustomerExperience
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Oliver Cook hat dies repostetOliver Cook hat dies repostetTwo years ago I broke down the economics of the AI stack. The semi layer captured 87% of all profits. The app layer captured 3%. Two years and $350B revenue growth later, the shape barely changed. Semi: 79% of profits (was 87%) Infra: 14% (was 10%) Apps: 7% (was 3%) And concentrated! Semis is a one-player game. Apps two-player. Infra is the only competitive layer. The most profitable company in AI is still the one selling the shovels. Full analysis with charts: https://lnkd.in/gjw7zZVp
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Oliver Cook hat dies repostetOliver Cook hat dies repostetWhy does it feel like everyone in startups is wildly excited and deeply uneasy? On the one hand, AI-native applications are growing faster than at any point in tech history. On the other, they are achieving that growth with fewer and fewer employees. (Not dollars, btw - they are spending as much or more than ever as payroll costs and token spend hand off from one to the other). More growth, fewer people, and a prediction horizon that becomes completely hazy in at most 12 months, maybe less. Great slides from Redpoint's 2026 market update, highly suggest reading the full thing.
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Oliver Cook hat dies repostetOliver Cook hat dies repostetAds > Subs (!) Ads for AI may be bigger than the Subscription opportunity. That's the main finding of Part 3 of "State of Consumer AI" series. Why? Ad Revenue = Time × Ad Volume × Ad Price. All three rising. But the most interesting variable is price. "Recommend a laptop under $2k for video editing," on ChatGPT has richer intent than a Google search. Budget, preferences, constraints, all in one prompt. Logged in, so attribution is clean. And bonus, consider AI-native ad formats: conversational ads informed by memory, agentic purchasing, personalized brand moments that feel like features, not interruptions. Some other findings: * ChatGPT owns 68% of all AI time spent. Gemini 16%. Everyone else 16%. * At scale, ads outscale subs. Eg Google's ad biz ($295B) is 6x the largest subscription biz. * Google won't put ads in Gemini. A luxury only a $295B search machine can afford. Checkout full article: https://lnkd.in/gh2KgsXY
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Oliver Cook hat dies repostetOliver Cook hat dies repostetDespite macro headwinds, Q1 M&A momentum in consulting and digital services continues to feel resilient. Yet public markets are telling a more nuanced story. The disconnect is clear: • Public markets are pricing in uncertainty • Private markets are still backing transformation potential That gap won’t persist forever. Firms like Accenture, Booz Allen Hamilton, and Capgemini have broadly underperformed the S&P 500, even as transaction multiples for high-growth boutiques remain relatively resilient. For decades, consulting has been built on a powerful model, combining talent leverage, scale, billable hours, and information asymmetry. That model is now being challenged. 🔷 AI is compressing execution costs 🔷 Delivery is being productized and automated 🔷 Work historically outsourced to consultants is increasingly handled by AI-augmented internal teams 🔷 Clients are tightening budgets and reassessing large, open-ended engagements This is not the end of consulting. But it is a structural inflection point. The firms that win over the next decade will: • Move from time-based billing → outcome-based pricing • Shift from episodic projects → embedded strategic partnerships • Combine advisory + IP + AI-enabled delivery platforms • Build repeatable, scalable solutions - not just expert-led delivery Those that don’t adapt risk a slow-motion Kodak moment. The question therefore isn’t whether AI reshapes consulting. It’s who captures the upside. Source: MSN (public market performance data, illustrative comparison) Note: Views are my own and based on current market observations and discussions; not investment advice.
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Oliver Cook hat dies geteiltThx John Kariotis for sharing - Gartner warns that incoming AI regulations — including the US Keep Call Centers in America Act and the EU AI Act — could drive a 30% rise in contact center volumes by mandating human agent access, restricting AI sentiment tools, and requiring LLM transparency. ....this is a sharp briefing on the regulatory tailwinds creating fresh demand for human-assisted and compliant AI solutions good read !Oliver Cook hat dies geteilt📈 Gartner expects assisted contact volumes to rise 30% as “right to a human” regulations take effect, according to a recent CX Foundation article. If your AI strategy starts and ends with deflection, that’s a cost curve you can’t outrun. But if you treat agentic AI as a digital workforce and not just a front door, you’ll be ready. Fact: more human conversations doesn’t mean more human effort. The smartest contact centers are already designing for AI agents that do the orchestration around the conversation: pre-work, post-work, form fills, summaries, follow-ups. That means human agents don’t burn out. Customers don’t repeat themselves. And cost per contact stays flat, even as volume spikes. This is the shift that will separate the "automation era" from the "agent era." Sure, compliance might be the (final?) trigger. But the upside goes to the teams who operationalize it. Article: https://okt.to/PO36pUGartner Warns New AI Regulations Could Hike Contact Center Demand by 30%Gartner Warns New AI Regulations Could Hike Contact Center Demand by 30%
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Oliver Cook hat dies geteiltEurope doesn't lack great companies — it just keeps gifting them to the world; fix the conditions to scale here, and the next €1.2 trillion stays home.Oliver Cook hat dies geteiltA new analysis published today by EQT and McKinsey details the hidden cost of Europe’s tech exodus over the past decade, highlighting the region’s historic struggle to retain its most promising companies – and the potential opportunities ahead. Technology firms worth more than €700bn ($800bn) left Europe between 2014 and 2025 through overseas stock market listings or acquisitions by non-European buyers, according to estimates compiled by EQT in collaboration with McKinsey. Accounting for growth in valuations, this group of companies today is worth more than €1.2tn, similar to the annual economic output of the Netherlands or the market valuation of Meta – or enough to construct more than 100 Large Hadron Colliders. “€1.2tn is a striking number – but look at it differently, and it illustrates the size of the opportunity ahead,” says Victor Englesson, EQT’s head of early stage technology. “Europe has spent decades exporting its best ideas, companies and talent. We need to flip that – and there are already signs we are. If we get the conditions right, the value created here over the next decade could far exceed what we have lost.” Read more at the link in comments.
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Oliver Cook hat dies geteiltAs businesses embrace AI agents more than ever, they face some key challenges: - keeping agent management simple while expanding into global markets - adhering to strict data residency regulations - utilizing conversation data to enhance analytics and customer experiences Parloa's latest updates, from improved Agent Composition to Transcripts API and Audit logs, are designed to help teams grow their intelligent automation while ensuring control, compliance, and clarity. Check out our recent releases that directly address these challenges ✅ https://okt.to/Tb9NKG #Parloa #AIInnovation #CustomerExperience
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Oliver Cook hat darauf reagiertOliver Cook hat darauf reagiertMicrosoft just put OpenAI and Anthropic in the same product. Every tech blog is covering what the feature does. Nobody's asking why Microsoft needed to do this in the first place. The feature is called Critique. GPT drafts your research. Claude reviews it before you see it. A second feature, Council, runs both models in parallel and compares their answers. Microsoft reports a 13.8% improvement on the DRACO deep-research benchmark. Genuinely interesting engineering. Here's what the announcement doesn't say. Microsoft has 450 million Microsoft 365 commercial users. 15 million pay for Copilot. That's 3.3%. And of those, only 36% actively use it. ChatGPT's activation rate is 83%. Copilot's paid AI market share has contracted 39% in six months. Microsoft's answer to an adoption and ROI problem: more AI. But the organisations I work with aren't stuck because their AI gives imperfect research answers. They're stuck because nobody agreed on what business problem AI was supposed to solve before the licenses were purchased. More AI stacked on unclear strategy doesn't create clarity. It creates complexity. Satya Nadella said it himself: 2026 is the year we start distinguishing between "spectacle and substance." Critique is a feature. Substance is knowing which decisions in your organisation should involve AI at all — and having the governance, workflows, and capability to execute on that clarity. AI won't replace you. Your competitor with a clear AI strategy will. The most important question your organisation should be asking right now isn't "which AI model is best." It's: do we have a process for deciding when a new AI capability actually changes how we work — or do we just adopt and justify later? What does your organisation's AI evaluation process look like? Or is it still mostly reactive? https://lnkd.in/esCpFfNa #AIStrategy #DigitalTransformation #MicrosoftCopilot #FutureOfWork #AILeadershipCopilot Cowork: Now available in Frontier | Microsoft 365 BlogCopilot Cowork: Now available in Frontier | Microsoft 365 Blog
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Oliver Cook gefällt dasOliver Cook gefällt das"𝗪𝗵𝘆 𝗱𝗼 𝘆𝗼𝘂 𝘀𝘁𝗶𝗹𝗹 𝗻𝗲𝗲𝗱 𝗮𝗹𝗹 𝘁𝗵𝗮𝘁 𝗺𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝗵𝗲𝗮𝗱𝗰𝗼𝘂𝗻𝘁 𝗶𝗳 𝗔𝗜 𝗰𝗮𝗻 𝗱𝗼 𝗲𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴?" We marketers get this question from investors. From boards. Sometimes from our own teams. I market an AI company, so I take the question seriously. But a one-marketer-show with a fleet of AI agents scaling with a PLG motion and my enterprise marketing reality are just not the same apples. Here's my take. What makes your organization truly unique – AI cannot replicate. That's why the WHAT of great marketing hasn't changed: → A brand that stands out – with a bold, creative approach and a genuine point of view → Trust built through third-party voices – PR, analyst relations, customer reviews, partner marketing → Human moments, in-person experiences: events, communities, real relationships These are – and aren't – old-school tactics. In the age of intangible AI products, they're more important than ever. What has changed completely is the HOW. How you execute, scale, personalize, automate, and operate. AI raises the bar for everyone. The fundamentals stay. The execution potential is unprecedented. I spoke about this at the Bitkom CMO Breakfast this week, alongside Karin Libowitzky (Accenture Song) Dr. Sebastian Vieregg (Google) and Heiko Packwitz (Lufthansa Industry Solutions). Thank you for the invite, Dr. Florian Bayer and Accenture, and all the attending CMOs for a sharp, energizing morning! 👏
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Oliver Cook hat darauf reagiertOliver Cook hat darauf reagiertEver wonder why Arabian Nights are so magical ? Then simply spend an Iftar evening with us in Transcom Tunisia to discover how we celebrate and share our multi-cultural history. On this special occasion, Eid Mubarak to all my colleagues, friends and family. May such moments inspire us to strengthen our connections and nurture a community rooted in equity, understanding, and our shared humanity. Marieke Smidt, Noomane Letaief, AOUINI Rym, Kaouther Mizouri, Soumaya Hammami, Hassin HARABI, Manel Toumi, Ben Nasr Mehdi, Ahmed Amine BEN LARBI, Amira Djebali, Anis Ben Cheikh, Meriem AMRI
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Oliver Cook gefällt dasSchon mal vormerken, am 22.08.26 findet der „Printing Paradise Cup“ von Nova Druck Goppert GmbH und #GutenbergDruck im Golf Club am Reichswald Nürnberg e.V. statt! 🏆 Das wird sportlich, menschlich und kulinarisch ein fest. 🙏🏻✨Oliver Cook gefällt dasDie Turniersaison 2026 kann kommen. ⛳️ Unser Turnierkalender ist ab sofort online. Von sportlich ambitioniert bis entspannt, von vorgabewirksam bis einfach gemeinsam eine gute Zeit auf der Runde – die Saison bietet für jeden etwas. Und genau das macht Turniere für uns aus: Wettkampf, Gemeinschaft und besondere Momente auf und neben dem Platz. Jetzt interessiert uns: Welche Turniere sind für euch dieses Jahr gesetzt? 👇 Eher vorgabewirksam oder lieber Spaßturnier?
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Oliver Cook hat darauf reagiertOliver Cook hat darauf reagiertThe AI cost war is over: Google just released the most capable open-source AI model in the world. It beats rivals 20x its size on benchmarks, runs offline on your phone, and is completely free to use 😳 Google DeepMind just dropped Gemma 4. Open weights. Apache 2.0. Local-first. This is the first agent-ready model that’s actually free. Not “cheap API.” Not “credits.” Free. Offline. Yours. Forever. Here’s why it can change the AI game: ↳ Native function calling It doesn’t just answer. It acts. APIs, tools, workflows. ↳ 26B MoE (~4B active per token) Near-frontier performance without frontier costs. ↳ 256K context + multimodal Entire codebases, long docs, images in one pass. ↳ Apache 2.0 license You can build products & monetize. No permission needed. ↳ Runs 100% llocally (Ollama, MLX, LM Studio) No cloud. No data leakage. No per-token tax. The old model was: Pay per request. Rent intelligence. Send your data away. The new model is: Own the model. Run it locally. Pay only when you need frontier reasoning (Claude, GPT). And the new AI stack is already forming: → Gemma 4 = default brain (free, local) → MCP = tool layer → Claude = escalation path Most importantly, the open source AI models aren’t catching up anymore. They’re redefining what “good enough” means. And “good enough” just got very, very powerful. P.S. check out 10 AI Prompt Skills That Actually Change How ChatGPT, Claude, and Gemini Respond 🤖: https://lnkd.in/d3D2jWjY
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Oliver Cook gefällt dasOliver Cook gefällt dasHow do you drive value to the hyper-informed buyer? They’ve already researched you on ChatGPT, Claude, and Gemini, and they know the basics. You have to skip the standard demo. Serious buyers need to see exactly how your solution fits into their org and daily workflows. That is how you meet them where they are. Neil Parekh, Kevin Chang, and I are discussing ‘Rise of the New AI-Native Presales Engagement’ on March 25th (2 PM ET / 11 AM PT) It’s happening in one week. Save your spot. Link in comments.
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Oliver Cook gefällt dasOliver Cook gefällt dasAlle sprechen über Priorisierung, aber unterschätzen wir dabei, wie wichtig bewusste Depriorisierung ist? Vier Tage mit zwei starken Formaten standen diese Woche auf meiner Agenda: der „Energy Future Leaders Kongress“ (#EFLKongress) und die „Customer Care Management User Group“ der Energieforen Leipzig GmbH ⚡️ Netzaus- und -umbau, Transformation, Digitalisierung, variierende Kundenanforderungen, Marktstruktur und ständig wechselnde Rahmenbedingungen fordern die Energiewirtschaft enorm. Gerade deshalb fand ich einen Gedanken aus den Diskussionen besonders spannend: Wenn zu viele Themen gleichzeitig Priorität bekommen, was ist dann eigentlich wirklich die oberste Wichtigkeit? Vielleicht hilft es manchmal auch, bewusst zu depriorisieren, um wieder Klarheit zu schaffen?! 💭 Neben diesem Denkanstoß gab es aber auch viele weitere Momente, die hängen bleiben: ✅ Eine richtig starke Session zur Gen Z, bemerkenswert souverän präsentiert von einer direkten Vertreterin der Generation selbst. ✅ Die Experience Area, in der Zukunftstechnologien nicht nur diskutiert, sondern auch praktisch erlebbar wurden. Zum Beispiel durch Wattson, den Roboterhund von EnBW. Definitiv ein Crowd-Magnet 🤖 ✅ Und - bitte nicht lachen - für mich als Gen Y hab es auch eien persönlichen Nostalgie-Moment: Mario Kart auf der Nintendo Switch. (Ich kenne das nur noch vom Super Nintendo 🤪) Sehr eindrücklich war außerdem die Keynote von Dr. med. Eckart von Hirschhausen: „Gesunde Erde, gesunde Menschen.“ ❗️ Wenn wir unser Zuhause zerstören, zerstören wir am Ende auch uns selbst! Eine Botschaft, die meiner Meinung nach noch viel öfter auf großen Bühnen stehen sollte. Bei der „Customer Care Management User Group“ an Tag 3 und 4 ging es dann direkt weiter. Es war wieder eine Freude inzwischen bekannte Gesichter wiedersehen, neue kennenlernen und offen darüber zu sprechen, was die Branche aktuell bewegt. Diesmal von Herausforderungen in der Dienstleistersteuerung über Customer Experience bis hin zu Führungsstilen im Wandel der Transformation. Ein besonderes Highlight: Das 30. Jubiläum des Arbeitstreffens der Customer Care Community - inklusive Cocktail-Workshop 🥳🍹 Herzlichen Glückwunsch dazu und vielen Dank für die zwei starken Events an Tobias Frevel, Raphael Noack, Carolin Mewes, Prof. Dr. Heiko Auerbach und das gesamte Team der Energieforen Leipzig 🤩👍
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Oliver Cook gefällt dasOliver Cook gefällt dasExcited to share how Parloa's latest updates are transforming AI agent management! Scale your AI agents across markets effortlessly with Agent Composition, Transcripts API, and Audit logs. Discover all the upgrades here: https://okt.to/gxcdRO #Parloa #AIInnovation #CustomerExperienceGlobal AI Agent Management & Compliance Updates | ParloaGlobal AI Agent Management & Compliance Updates | Parloa
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