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.
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.
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.
When AI knows its limits: why seamless human handoffs are critical
When support gets complex, emotional, or nuanced, your AI needs to know when to hand things off and how to do it without making the customer start from scratch.
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.