Eva Stefanidou
Richard Hall
Peter Friedman
Stephen Walters
Jonathan Friedman
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Gabriel FitzpatrickToday’s Zero Trust Frameworks Are Creating Inbox Paranoia
Here at ReplyResearch, we’re constantly on the lookout for insights impacting your corporate reachability and responsiveness. We just uncovered a truly fascinating piece of academic research that comes up with a brand...
Is Customer Service having a Hotel California Moment?
You can checkout any time you like, but… What The Atlantic’s article about sludge reveals when we look at who can reach an organisation, who gets a response and who is left chasing… forever? Chris...
Dr. Mark FriedmanWrong AI metrics? Today’s cost-cutting bonanza could be tomorrow’s lost customers
Shep Hyken has highlighted a problem for companies introducing AI into customer service: the figures used to declare success may say little about whether customers are getting a better service In a Forbes article...
AI is showing customers just how much they want humans
SurveyMonkey has published customer-service findings suggesting that the wider use of AI is making many Americans more conscious of what they value in human support. In its study, 79% of respondents said they strongly...
Reachability becoming a human right? It’s happening right now, get ready
A right to reach a human is no longer theoretical. New consumer rules show how contactability could reshape law, politics, business and culture. On 3 July 2026, Ireland brought in new consumer-protection rules giving...
What companies mean when they talk about “deflectionâ€
In customer-service and customer-experience circles, deflection has a special meaning. It usually means a customer who might otherwise contact a human support agent is steered somewhere else first. That route might be a...
Are Public Bodies Now Just Faking Reachability?
Barnet Council’s garden-waste page appears to have told residents waiting for stickers to email its recycling team. In this case, when that route was used, the automated reply said the inbox wasn’t monitored. It’s...
Why We’re launching the Customer Support Black Hole Survey
We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what...
Are We Racing to Answer the Front Door, or Just Adding More Doors?
The question behind the knock At ReplyResearch, we keep coming back to a deceptively simple question: what actually happens when people try to contact an organisation? Not what the website appears to promise, but what...
Client Acquisition has a stealthy Evil Twin: Responsiveness Deflation
How reply failure turns hard-won paid-for demand into a stranded asset Customer acquisition cost inflation is usually explained as a media problem. Ad prices are up, search is more competitive, social channels are...
ComplianceCXEmailImpact of AIInsightsReachabilityRepliesReputational harmResponsivenessRevenue Leakage
The Perception Gap Is Really a Reply Gap
Why poor digital experiences are pushing customers away   –  and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences...
When AI Writes the Email, Who Is Really Replying?
What “Email in the Era of LLMs†reveals about the future of organisational responsiveness The most important change in email may not be that AI can write it faster. It may be that AI is beginning to decide what a...
The AI Reply Rollback: Companies Wanted Faster Customer Responses. They Got a Governance Problem Instead
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...
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...
