Resolutions, not deflection: why CX automation has to take action
Deflection doesn’t win customers, resolution does. Here’s why fixing problems beats pushing people to FAQs every time.
AI skepticism in CX, and what the real story is
The problem isn’t that AI can’t deliver in CX, it’s that too much of the AI being rolled out is shallow, generic, and poorly tested.
The CX leader’s guide to AI implementation (without the chaos)
With the right approach, you can launch AI that supports your team, makes your customers happy, and proves ROI. Let’s break down how to do it.
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.
How to turn support conversations into real customer insights
Support teams are sitting on thousands of conversations that are all rich with feedback, intent, questions, confusion, praise, and frustration. But most of those insights never leave the help desk queue.
Automation without context is just digital shrugging—here’s how to do better
There’s a reason so many AI implementations feel hollow: they’re built for automation, not understanding.
The moments that predict customer churn—and how AI can help intervene
Customer churn is predictable. Maybe not down to the exact day it’ll happen, but in every business, there are patterns to watch out for.