Most Customer Success and Support teams measure what is easy to measure. NPS. CSAT. Ticket resolution time. Product usage rates. These metrics are accessible, reportable,…
Read more
The AI Demand Channel is a new commercial channel in the B2B buying journey where buyers — both human and AI agents — research, evaluate,…
Read more
AI-native search engines are reshaping how buyers discover vendors, triggering a silent crash in traditional SEO. This article explains the shift and outlines a practical…
Read more
AI will have a huge impact on Customer Experience in 2025—that much everyone agrees on. But how and why? We’ve seen lots of hype around…
Read more
Generative AI is no longer just hype—it’s delivering tangible results across the customer journey. Organizations are starting to see revenue accelerate, costs drop, and a…
Read more
Insurers have been debating ways to leverage AI in their insurance operations for quite some time, and these conversations have become even more fraught with…
Read more
A few weeks ago, Amazon’s announcement of a $4B investment in Anthropic, an AGI startup founded by ex-OpenAI employees with a sky-high valuation, caught my attention.…
Read more