Ideas worth reading
Thought leadership01
AI in the Enterprise
AI in CX is not a chatbot strategy. It is a data architecture problem.
Every team wants to "add AI to CX." The ones that win start by asking: what does our data actually say about where customers break? The technology is the last decision, not the first.
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CX Operations Strategy
Why cost reduction and customer satisfaction are not a trade-off
Every executive I've met believes you have to choose between efficiency and experience. At Eventbrite, we cut operating costs by 66% and improved NPS by 10% in the same year. Here's what most leaders get wrong about that equation.
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