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.
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.
What AI for ecommerce support should look like (and why most of it doesn’t)
The future of support isn’t another chatbot with a pretty front-end. It’s systems that remember, adjust, and actually get things done on the first try.
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.
Customers don’t hate AI—they hate bad AI
Let’s unpack why AI sometimes gets a bad rap, how to make sure yours doesn’t, and what great support teams are doing to get the most out of AI’s full potential.