Another Point of View
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 →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 →Valentine’s Day is coming, and every brand is writing about customer love. Here’s a less romantic but more accurate take: loyalty is built in complaints, not compliments.
Read more →38 states passed AI-related measures in 2025. The EU AI Act is in force. And nobody in customer support is talking about compliance. That’s about to change.
Read more →Every January, companies announce their AI plans for the year. Every December, they wonder what went wrong. The mistakes are remarkably consistent.
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