Research and data
AI will transform CX as we know it—and we’re already well underway
Change comes slowly and then all at once. This phrase, often attributed to Ernest Hemingway, perfectly…
Latest stories
Guest post
4 min read
The quiet shift behind customer expectations
For a long time, speed shaped the customer service conversation. Faster responses signaled attentiveness. Shorter queues…
Video
2 min read
Four big shifts shaping customer service and our own strategy—from CTO Adrian McDermott
Great customer service used to be a nice-to-have. It was also almost economically impossible to scale.…
Guest post
3 min read
Cutting through the noise: How AI transparency is changing CX for good
Love it or hate it, AI is here to stay. It’s become a must-use tool in…
Guest post
4 min read
The next CX frontier: Prompt-driven analytics deliver AI-powered insights
For years, brands have relied on dashboards as the backbone of performance reporting. While they provide…
Guest post
2 min read
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…
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…
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