Another Point of View
78% of organizations plan to automate half their support with AI within 18 months. But only 21% have the governance to pull it off. Here’s what ‘ready’ actually looks like — and why the escalation layer matters more than the automation layer.
Read more →79% of customers prefer human customer service over AI. Here’s why the chatbot backlash is real — and what the winning formula actually looks like.
Read more →Every major AI company is pivoting to enterprise in early 2026. The tools are maturing. The pricing is getting real. Here’s how to use that for your Q2 support planning.
Read more →Tariff uncertainty is creating a new category of customer anxiety — about prices, availability, and supply chains. Here’s how smart support teams are handling it.
Read more →Automation should reduce costs. So why do so many companies automate their support and end up spending more? Here’s the automation paradox explained.
Read more →Companies spend millions on human support agents and AI tools. They spend almost nothing on making self-service actually work. Here’s what that costs them.
Read more →Every support team tracks ticket volume and CSAT. The teams that actually improve track five other things. Here they are.
Read more →The honest answer: sometimes AI genuinely outperforms humans in support. Understanding when — and when not — is the key to deploying AI well.
Read more →Most SaaS companies treat churn as a sales problem. It’s not. By the time sales is involved, the churn decision is already made. Here’s where it actually happens.
Read more →Enterprise AI is no longer experimental. It’s becoming operational baseline. Support leaders who haven’t built an AI strategy are already behind.
Read more →
