Insights, trends and best practices.

Trust is having a moment. And for good reason. The backlash Facebook is facing boils down to breaking the trust of consumers in how they […]

AI is becoming the new user interface. Instead of website searches, there are personalized conversations. Rather than being placed frustratingly on hold for customer support, […]

Touted as a way to improve customer service, help-desk AI agents have been the industry’s shiny new object for a few years. And while they have […]