Trends & Insights
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
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…
Article
4 min read
Six ways AI is making service work better for humans
AI clearly moves the headline service KPIs, like resolution time and CSAT. What’s easier to miss…
Article
3 min read
How retailers are scaling customer service with AI
In today’s fast-moving retail landscape, delivering fast, personalized support isn’t optional — it’s expected. In fact,…
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…
Article
3 min read
The future of CX is contextual intelligence. Here’s why that matters—and how to level up.
Context is everything is customer service. When a customer reaches out about a return, an issue…
Article
5 min read
Why IT leaders are eyeing XLAs to enhance employee experience
For decades, Service Level Agreements (SLAs) have held IT teams accountable to measurable targets—respond within an…
Reports
3 min read
The New IT Playbook: Transforming IT Service with AI
IT leaders are no longer just troubleshooting systems. They’re building the blueprint for how work gets…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.