Tag: CX Strategy
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Your support articles aren’t built for AI success
If your AI is giving wrong answers, sending customers in circles, or just flat-out missing the mark, I can almost guarantee the problem isn’t your AI technology. It’s what you’re feeding it. The number one reason your AI chatbot is failing your customers is your knowledge foundation. This is Part 2 of my 4-part series… Read more
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5 AI predictions that will completely change customer service
AI is evolving faster than most companies can keep up with. ChatGPT, Grok, Gemini, Claude, and DeepSeek are pushing the limits, and open-source AI is changing the game. There’s about to be a fundamental shift in how companies infuse AI throughout their products and processes. So, what’s next for Customer Service? How do we prepare?… Read more
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Essential skills to build a high-performing Customer Support team
This is the second post in a series called “It Takes a Team” where I will be covering the essential skills for building a high-performing Customer Experience (CX) team. In the previous episode of this series, I discussed creating an inbound forecasting model, identifying ways to reduce support volume, and aligning with the company on… Read more
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Offering 24/7 support to your SaaS customers
This is the first blog post in a series called “It Takes a Team.” Today, I’m sharing a story about being part of the early stages of Customer Experience (CX) development while the product and user base were rapidly growing. Then, I’ll cover three focus points to help you predict your future inbound conversations and… Read more