Customer Experience: The real world
Practical, no-fluff thinking on getting support right — where AI helps, where humans matter, and how to measure what actually moves your customer experience.
AI & Support
Hybrid AI + human support: how it actually works
Full automation over-promises and under-delivers. Here's how the best teams blend AI and people — and why "55% deflection with great escalation" beats "90% and a frustrated customer."
Self-serviceSelf-service done right: knowledge bases that deflect the easy stuff
Around 70% of customers try to help themselves first — and self-service costs a fraction of an agent contact. What separates a knowledge base people love from one they abandon.
MetricsThe CX metrics that beat Average Handle Time
AHT rewards speed, not outcomes — and it can quietly make your support worse. The value-focused metrics to track instead, and how to actually act on them.