The Automation Paradox: How Over-Automating Support Increases Costs
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 →Why Self-Service Support Is the Most Underinvested Part of Customer Experience
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 →Five Support Metrics Your Team Should Track But Probably Doesn’t
Every support team tracks ticket volume and CSAT. The teams that actually improve track five other things. Here they are.
Read more →What Happens When AI Handles Support Better Than Humans? (And When It Doesn’t)
The honest answer: sometimes AI genuinely outperforms humans in support. Understanding when — and when not — is the key to deploying AI well.
Read more →The SaaS Churn Problem Nobody Talks About (Until It’s Too Late)
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 Adoption Is Accelerating — What Support Leaders Need to Know
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 →Customer Loyalty Isn’t About Love — It’s About Trust Built in Hard Moments
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 →AI Regulation Is Coming for Customer Support. Are You Ready?
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 →The Support Tools That Actually Moved the Needle in 2025
Not every tool your vendor sold you in 2025 delivered. Here’s an honest look at what worked in support tooling and what’s worth investing in next.
Read more →Why I Think AI Agents Will Be More Transformative Than the iPhone
Big claims require big evidence. Here’s why I think the AI agent transition is a platform shift on the scale of mobile — and what it means for your business.
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