The promise was contactability For years, the promise was simple: AI would make companies easier to contact. It would answer instantly, reduce queues, stop customer emails from disappearing into the void, and make every...
Peter FriedmanAgentic AI Can Answer Faster. But Can It Reply Better?
What Alibaba’s customer service experiment reveals about the future of inbound responsiveness The biggest question in modern customer operations is no longer whether AI can respond. It can. The harder question is...
What’s up with all this sudden obsession with the word ‘Intent’ in the CX world?
Intent Versus Buyer Readiness When an inbound buyer reaches out via an unsolicited email inquiry, the contrast between traditional readiness and modern intent becomes stark. Historically, an inbound email inquiry was...
How would an AI bubble burst affect CX?
If an AI bubble bursts, the customer experience (CX) landscape will experience a massive, sudden correction – especially in how organizations handle the absolute avalanche of incoming, unsolicited emails from...
Why Users Despise Your Contact Form
If you want to understand why users despise contact forms, you have to look at them through the lens of effort and control. From an organizational standpoint, the contact form is a defence mechanism. It exists to...
Unsolicited email enquiries? Your CRM hates them!
The Core Diagnosis: The Outbound Bias of Modern CRMs The prompt perfectly identifies the structural blind spot: CRMs were fundamentally architected from an outbound-first, campaign-centric mindset. To a CRM, structured...
And if an AI might be reading my reply? What do I do differently?
For decades, the inbound corporate inbox has been functionally broken. Organizations treat unsolicited emails as a nuisance to be filtered, deflected, or ignored, rather than a potential source of value, feedback, or...
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
No Email Address on That Profile Page: Why Reachability Still Matters
When a Visitor Is Ready to Talk, Don’t Slow Them Down Many organisations invest heavily in staff profile pages, service pages, search visibility, thought leadership, and digital marketing. Yet one small design choice...
The Great CX Inversion: Why CRMs Might Be Looking in the Wrong Direction
For years, customer relationship management has been built around a simple assumption: the supplier initiates, the customer responds. The supplier identifies the market. The supplier segments the audience. The supplier...
The Silence of the Slams
When a public service slams its door shut to our emails, nobody can hear us scream Digital contact is now central to public services Public bodies increasingly rely on digital contact channels to manage enquiries...
Consumer Bots are Heading Our Way and Retailers Aren’t Ready
Consumer Bots are Heading Our Way and Retailers Arent Ready A New Phase for Online Retail Online retail has entered a new phase. For many years, retailers optimised their websites for human visitors: clear navigation...
