Peak season success: the unique needs of marketplace CX

Marketplaces face unique peak season challenges. Learn strategies for handling volume surges, authentication, and multi-party disputes around the holidays.

Customer service is doing AI wrong — and it’s costing more than you think

Is your company using AI to cut customer service costs? Then you're doing it wrong.

Checklists to build your 2025 AI roadmap

Scale your customer service, personalize interactions, and embolden your agents with AI! Get the checklists you need to prepare for 2025.

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!

How is the CXO role changing?

See how the role of the CXO is transforming and how it can drive revenue.

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.

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.

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.