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.
The AI-to-human handoff: designing escalation that doesn't lose the customer
Most AI support fails at the seam, not the bot. The three ways escalation breaks, what context has to cross it, and how to test your own handoff before a customer does.
AI & SupportHybrid 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.