Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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AI’s ‘double payoff’ is emerging in retail
Retail industry analyst Bryan Gildenberg sees AI adoption dually supporting better IT service and customer support
Howard Rabinowitz
2 min read
How (and where) AI is showing ROI in customer support
A new Freshworks benchmark study reveals AI strategies that scale
Varun Krishnan
2 min read
How to fast-track AI deployment in customer experience
Todd Krieger
4 min read
The chatbot economy
Chatbot technology investment is booming, with the strongest use cases emerging in specific sectors
Howard Rabinowitz
6 min read
New roles, new rules: How AI is reshaping jobs in customer service
Customer support leaders are creatively deploying AI—not to automate agents out of work, but to pair them with agents in strategic ways that drive results
Dan Tynan
5 min read
How customer service chatbots will up their game in 2025
Too many customer service chatbots deliver mediocre experiences. Smart companies are making these critical improvements.
Malcolm Koh
3 min read
How machines learned to chat
Dan Tynan
7 min read
5 strategies to supercharge SMB growth with AI
There are AI tools for any company—on any budget—to cut through complexity
Mika Yamamoto
5 min read