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...
Category - Impact of AI
The impact of AI as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Peter Friedman
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...
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...
