Category: Thoughts

Not all remote visual support tools are built the same — or for the same teams. This guide compares the top options for 2026, who they’re actually built for, and what to evaluate before you commit.

In 2023, Atlassian acquired Loom for $975 million. Everyone said it was a great outcome for the founders.

Every major CX platform went all-in on AI agents. Most solved the same narrow problem. Here’s what they stopped investing in — and why that gap is the most interesting space in CX right now.

AI handles tickets fast. But there’s a class of customer service interaction it consistently fails — the kind that matters most for retention. Here’s the blind spot nobody’s fixing.

AI can now handle 70% of customer service tasks. But the 30% it can’t — complex, emotional, high-stakes interactions — is exactly where customers decide whether to stay or leave.

75% of customers say AI-only support leaves them frustrated. Companies like Klarna are already rehiring. The race to zero human agents has a reckoning — and the companies that figured out AI + human will own the next decade.

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.