Will customer support in which human agents take ownership of issues become a luxury good?
Ian Jacobs //
29 Oct 2025
There are simple fixes that are surprisingly effective.
Ian Jacobs //
12 Sep 2025
Highly effective tiny teams will be nimbler than the legacy behemoths.
R "Ray" Wang //
02 Oct 2025
Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.
Leonard Klie //
03 Oct 2025