Forward to 2026: 3 AI trends that won't take you backwards
Insights, tips, and guidelines to all things customer service.
5 minute read
Is your company using AI to cut customer service costs? Then you're doing it wrong.
3 minute read
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CX job description for teams under 10
Unlock the secrets to successful CX hiring on small teams identifying candidates with cross-functional skills to build lasting customer relationships.
CX metrics: CSAT & NPS for small businesses
Unpack the CSAT vs. NPS debate for small businesses. See how to combine these customer satisfaction metrics to prevent churn and boost loyalty.
The buy vs. build AI dilemma in CX
Your board wants AI. Your engineers want to build. Learn why the most successful CIOs buy commercial AI platforms for innovation and competitive edge.
Bad CX Is a feature, not a bug—why AI vendors are designed to frustrate your customers
Most AI vendors profit when their bots deflect customers, creating frustrating CX. Resolutions + Assists model drives both loyalty and efficiency
Customer success 101: The startup growth strategy you need
Learn why startups that prioritize customer success grow 2.5x faster. Discover practical strategies, essential metrics, and AI tools for reducing churn.
AI evals for AI — sounds sci-fi, leads to improvement
Alice Li breaks down AI evaluation frameworks: manual vs automated, key tradeoffs, and the importance of human oversight. Essential reading for product teams.
Stop replacing agents — start empowering them
Austin Reece, Head of Product Marketing & Revenue Enablement at Gladly, challenges the common ‘replace agents with AI’ mindset.
How AI is putting ‘customer’ back in customer service
Customer Service & Experience Executive John McCahan explains why the future of CX isn’t about replacing humans with AI.
Customer Success for Small Businesses: Turn Support Into Revenue
Learn how small businesses can transform customer support from a cost center into a growth engine.
How is the CXO role changing?
See how the role of the CXO is transforming and how it can drive revenue.
Customer service is doing AI wrong — and it’s costing more than you think
If you’re not treating AI like an agent, you’re doing it wrong
Is your AI just a tool or a teammate? Revolutionize your customer service with agent-AI.
Transaction-only AI is out — let’s update how we use it
Discover how to use AI to personalize interactions, empower agents, and drive revenue.
What is service recovery? Your complete guide in 2025
Find out how to reduce churn and make your customers happy with a 5-step service recovery strategy. Learn more in our blog!
