Contributing Author
Austin Reece
Austin Reece is Head of Product Marketing at Gladly. He’s passionate about helping businesses see through the hype around AI and focus on the tools and ideas that truly move their teams forward. At Gladly, he works across product and go-to-market to make sure innovation translates into real, measurable impact.
Read More from Austin Reece
CX is dead—and that’s by design
Customer experience is suffering from outdated systems and impersonal AI. Prioritize conversational, agentic, and contextual AI now to drive long-term loyalty.
CX AI Strategy for Economic Uncertainty
Learn how customer-centric AI transforms CX strategy during economic uncertainty.
Why your AI customer service is killing repeat purchases
Most companies measure AI success by deflection rates. But customers dismissed by bots don't complain, they leave. Why efficiency metrics hide revenue problems.