Research-backed insights on customer experience, AI-powered churn prevention, and support quality monitoring
A practical guide to choosing between rule-based automation and context-aware AI. Learn when each tool makes sense—and avoid paying for capabilities you don't need.
When Air Canada's chatbot cost them $812 in damages, it wasn't because AI can't automate—it's because no one was monitoring when automation failed. Learn how to build the complete stack: automation + intelligence.
Exploring the gaps between automation capabilities and the human context needed to truly understand customer issues. A founder's perspective on building better support systems.
Modern AI predicts churn with 82-99% accuracy 30-90 days before customers leave. Learn what peer-reviewed studies reveal about saving your best customers.
Personal reflections on the emotional dimensions of customer support, the challenges of feeling heard, and why empathy matters more than ever in an AI-powered world.