Eva Stefanidou
Richard Hall
Peter Friedman
Stephen Walters
Jonathan Friedman
Gabriel FitzpatrickHere 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...
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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...
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...
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...
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...
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...
