Guest post
From single-channel support to multimodal intelligence: Why visual evidence is the future of CX
Over the past decade working in support, one pattern has always stood out to me: the…
Latest stories
Guest post
4 min read
Goodbye, Groundhog Day: Memory-rich AI and the new era of personalization at scale
How do you establish a relationship with someone who can’t remember you? This is the core…
Guest post
6 min read
Leading in the AI era with contextual intelligence
Most of us have experienced a moment like this. You contact support, explain the issue, and…
Guest post
5 min read
The future of CX Is contextual: AI is the new standard
Every year I read trend reports with the same mix of excitement and skepticism. Some feel…
Guest post
3 min read
How multi-agent systems are changing customer service
If you’ve worked in customer service for any length of time, you’ve probably noticed the same…
Guest post
5 min read
From service agents to AI teammates: The human architecture of agentic service
Disclosure: My perspective, shared in partnership with Zendesk. Across every industry, service leaders are feeling the…
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