The promise was contactability For years, the promise was simple: AI would make companies easier to contact. It would answer instantly, reduce queues, stop customer emails from disappearing into the void, and make every...
Category - CX
New developments in Customer Experience (CX) as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Peter Friedman
Agentic AI Can Answer Faster. But Can It Reply Better?
What Alibaba’s customer service experiment reveals about the future of inbound responsiveness The biggest question in modern customer operations is no longer whether AI can respond. It can. The harder question is...
What’s up with all this sudden obsession with the word ‘Intent’ in the CX world?
Intent Versus Buyer Readiness When an inbound buyer reaches out via an unsolicited email inquiry, the contrast between traditional readiness and modern intent becomes stark. Historically, an inbound email inquiry was...
How would an AI bubble burst affect CX?
If an AI bubble bursts, the customer experience (CX) landscape will experience a massive, sudden correction – especially in how organizations handle the absolute avalanche of incoming, unsolicited emails from...
And if an AI might be reading my reply? What do I do differently?
For decades, the inbound corporate inbox has been functionally broken. Organizations treat unsolicited emails as a nuisance to be filtered, deflected, or ignored, rather than a potential source of value, feedback, or...
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
