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.
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 real cost of a clogged-up CX queue (and how to avoid it)
There’s a certain sound most CX leaders learn to dread: the collective groan of hundreds of support tickets piling up during a product drop, promo weekend, or (everyone’s favorite) Q4 madness.
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.
Holiday Season at D2C Brands: Leverage AI in Customer Service
Discover AI implementation strategies for D2C brands during the holiday season, featuring insights from industry experts on planning, transparency, and automation.
Implementing AI in Customer Experience: Best Practices
Discover strategic approaches for AI implementation in e-commerce CX teams. Learn to manage emotions, empower agents, and measure success effectively.
Transforming Customer Experience with AI in Legacy Systems
Discover how FTD modernized customer experience by overcoming legacy technology challenges through strategic AI and omnichannel transformations.
Emerging Trends in AI Customer Service Tools
Discover the latest AI customer service trends and strategies with insights from industry experts Craig Stoss and Chyngyz Dzhumanazarov.