For a long time now, we’ve had a clear, clean taxonomy for enterprise software. Systems of record store data. Systems of engagement put it in front of people. The framework works and gives vendors a ladder to climb and buyers a map to navigate. IBM added a third rung, systems of insight: platforms that monitor, analyze, and surface meaning from everything the first two layers captured. Qualtrics and Medallia climbed that rung and built empires on it. Survey programs; voice-of-the-customer (VoC) dashboards; Net Promoter Score℠ (NPS) tracking: the whole apparatus of “listening to the customer” industrialized, licensed, and baked into an annual recurring revenue model that’s pure shareholder-value steroids. Insight Is Dead. Long Live … Erm, More Insight? I know, I know. Everyone keeps claiming things in CX are dead, so now it’s my turn … except, let’s not get ahead of ourselves …  Survey-driven insights are commoditized.…