Surviving BFCM: how to prep your support team for the biggest weekend of the year
BFCM means 3x tickets and 6x stress. Here’s how brands like OneSkin and Boldr prep support teams with smarter planning and automation.
The future of BPOs: evolving into managed customer experience providers
Leading brands are no longer just outsourcing to reduce costs. They’re looking for expertise, insight, and integrated technology that can flex with their business needs.
What personalization in CX really means (it’s not a name token)
If name tokens are the extent of your personalization strategy, you’re not personalizing, you’re personal-labeling. Let’s talk about what really matters.
From chaos to clarity: building support automation that actually scales
Support automation shouldn’t create more chaos. Learn how to build scalable AI workflows that resolve issues, retain customers, and survive peak season.
How AI is changing customer service (and what it still can’t do)
You’ve probably seen a thousand hot takes on how AI is “revolutionizing” customer service. Some of them are true. Some are… let’s just say more aspirational.
The real ROI of AI in support (no, it’s not just cost savings)
If you’re only looking at AI through the lens of “how many agents can we replace,” you’re missing the bigger (and frankly, more interesting) story.
BFCM is coming, and your support team feels it already
If you’ve lived through a Black Friday/Cyber Monday before, you know all too well that support doesn’t just “scale” during this time. It swells, and then floods.
From flirting to infrastructure: how AI in CX actually scales
If you want AI to be more than a buzzword in your next board meeting, it has to be more than a widget in your help center.