I'd rather show you than tell you.

As AI becomes more embedded in customer support models, ethical and legal implications are shaping the regulatory world.

From “AI Regulation & Legislation: The Complete Guide” ·

Implementation is just the tip of the AI iceberg, and you can't focus on implementation until you've taken the steps to understand the AI systems you're using — how they work, how they're trained, and why they come to certain conclusions.

From “A Practical Approach to AI Transparency” ·

I've spent the last decade totally immersed in the practice and profession of serving and delighting customers, and I've been privileged to see how doing so leads to better products and healthier, longer-lasting companies.

From “Why Great Customer Service Isn't Just Important, It's a Necessity” ·

We believe it's time to shift the customer service paradigm again: from "The customer is always right" to "The customer always deserves to be helped."

From “A New Paradigm: Rethinking 'The Customer Is Always Right'” ·