Radically Personal blog

Ideas and advice for modern customer service

What's new

Oct 19, 2026 • 14 min read

Loyalty program ROI: how to calculate it without fooling yourself

Calculate loyalty program ROI on margin, not revenue. A worked ecommerce example shows why the same program can report 295% or 30%.

Customer stories

See all

Jan 15, 2026 • 4 min read

How Shopify brands should evaluate AI CX vendors

Dec 3, 2025 • 5 min read

How pact scales CX teams without burning out

Oct 27, 2023 • 4 min read

How AI innovations at Gladly are propelling brands forward

Inside Gladly

See all

Jul 22, 2026 • 4 min read

Meet Team Assist: AI that keeps helping after the handoff

Jun 4, 2026 • 3 min read

The answers are in your data — now you can just ask

Apr 15, 2026 • 3 min read

What Shoptalk Spring 2026 revealed about retail's AI moment

Trends and expert opinions

See all

$Diagram showing how an AI agent handles the prompt "Find size 10 running shoes & add to cart" with and without WebMCP. Without WebMCP, the agent parses rendered HTML text and layout and guesses a button selector (.btn-cart), which is fragile scraping. With WebMCP, the agent makes direct tool calls, search_products({ size: 10 }) and add_to_cart({ variant_id: 882 })$