Will Brands Survive Agent Shopping, and How?
10 min read
When buyers will be able to delegate every sensible choice to an agent, brand becomes the reason they stay present for the decision. A mentalist does not me...
Articles tagged "Customer Experience"
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AI Hallucinations Start at the Interface
7 min read
You've probably seen "verify everything" as the stock advice attached to AI answers. If you're building AI products, that line should sound less like a safet...
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Satisfied Customers Have Nothing to Say
8 min read
For every customer who writes in, twenty had the same problem and said nothing. I've never had AI solve a customer service problem for me. Not one. Not even...
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Every Metric Is Green. The Customer Is Lost.
8 min read
Every metric across every team is green, and the customer still feels like nobody's listening. A customer emails support about a billing question. While the...