Insights, tips, and guidelines to all things customer service.
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Is your company using AI to cut customer service costs? Then you're doing it wrong.
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How to write an RFP for the modern customer support platform
Find the resources you need to guide you in your search for a new platform.
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.
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.
Stop replacing agents — start empowering them
Austin Reece, Head of Product Marketing & Revenue Enablement at Gladly, challenges the common ‘replace agents with AI’ mindset.
