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August 10, 2026

Viewpoints

Stop Counting Deflections: Why Resolution Rate Is the Metric AI Customer Service Actually Needs

Most companies measure AI success in customer service by how many tickets never reach a human agent, but deflection without resolution simply defers the cost rather than eliminating it. (Featured on SmartCustomerService.com.)

CRM Across the Wire

The 2026 World Cup Revealed What Actually Makes Brand Marketing Work

Report highlights what actually drove recall, brand lift, and purchase intent during the most-watched sporting event in the world.