Observed Signal · Feb 18, 2026 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
LinkedIn's CX and EX Synergy: Insights from Sam Stern
In this episode of CX Decoded, Sam Stern, Senior Manager of Customer Experience at LinkedIn, discusses integrating employee experience (EX) with customer experience (CX). He explains LinkedIn's CX team structure, which focuses on journey mapping and qualitative research. Key performance indicators include trust, perceived value, and ease of doing business. LinkedIn leverages extensive user-generated and operational data to inform improvements. The company collaborates with Microsoft to integrate generative AI into content creation and job postings, enhancing both customer and employee experiences. Stern emphasizes empowering customer-facing employees and using contextual inquiry to uncover workflow inefficiencies. The episode highlights AI's growing role in augmenting human interactions, with current focus on human-assist rather than full automation.
Insights into LinkedIn's CX strategy integrating EX and AI, relevant to MarTech and CX practices.
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Key Takeaways & Evidence Grounding
- LinkedIn's CX team uses journey mapping and qualitative research to improve experiences.
- Top KPIs are trust, perceived value, and ease of doing business.
- LinkedIn integrates employee experience (EX) with customer experience (CX) to enhance service delivery.
- LinkedIn collaborates with Microsoft to deploy generative AI for content creation and job postings.
- LinkedIn uses contextual inquiry to gather insights from customer-facing employees.
Connected Companies & Entities
3 Entities mapped“LinkedIn utilizes generative AI, in collaboration with Microsoft, to improve content creation and optimize job postings....”
“LinkedIn is owned by Microsoft, so Microsoft is at the heart of everything that's happening....”
“When I was at Forrester, I did a lot of research on employee experience and customer centric culture....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Xbox Launches TV & Film Division; Meta Tests Link Restrictions
This AdExchanger news roundup covers three major stories. Xbox has unveiled a new TV and film division named XP, led by Kayleen Walters, to explore monetization opportunities including formalizing sponsorships and brand partnerships. Separately, Meta is testing Meta One, a subscription bundle, and has begun charging non-subscribed business pages for including more than two external links in posts, with news pages currently exempt. Additionally, the article discusses the trend of mid-sized independent agencies merging into hybrid holding companies, citing Wpromote's acquisition of Giant Spoon, Chemistry's acquisition of Colossus, and Acadia's purchase of Crush, as competitive pressures from larger groups like Omnicom-IPG and Publicis intensify.
GreenCore Solutions Opens London Office for A2A-Grocery Agentic Commerce
GreenCore Solutions Corp. (GSC) announced the opening of a sales office in London, UK, under a new entity, GreenCore Solutions (UK), to support its agentic commerce hub, A2A-Grocery.co.uk. The company introduced its 0-100 Agentic Density Scale, indicating that the UK and Europe account for 84% of grocery makers, while the USA accounts for only 16%. GSC's AI agents have processed 100 million transactions year-to-date, with 40% from Europe, 20% from the USA, and 40% from the rest of the world. The London office aims to connect European makers with AI agents buying for grocery retailers across 20 markets. GSC operates on Microsoft Azure and Google Cloud Enterprise, with data residency in each market.
Tesler's Law in AI: Complexity Moves, Not Disappears
This article examines how generative AI has shifted rather than eliminated complexity in software design, applying Larry Tesler's Law of Conservation of Complexity. It argues that AI interfaces like chat boxes transfer the burden of specification and verification to users and teams, often hidden by the apparent simplicity. Examples include a METR study showing a 19% productivity slowdown for experienced developers using AI, and Stanford RegLab findings on hallucination rates in legal AI tools. The piece highlights where AI genuinely absorbs complexity (e.g., customer support) and introduces a 'deterministic floor' for tasks requiring exactness. It concludes with actionable guidance for designers to make complexity allocation explicit and measure the true costs of AI adoption.
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