Insights, tips, and guidelines to all things customer service.
Is your company using AI to cut customer service costs? Then you're doing it wrong.
Alice Li breaks down AI evaluation frameworks: manual vs automated, key tradeoffs, and the importance of human oversight. Essential reading for product teams.
Customer Service & Experience Executive John McCahan explains why the future of CX isn’t about replacing humans with AI.
Austin Reece, Head of Product Marketing & Revenue Enablement at Gladly, challenges the common ‘replace agents with AI’ mindset.
