Insights
The customer support field guide
Analysis, data notes, and how-tos across the whole craft — metrics, quality, people, ops, knowledge, tooling, trust, and AI. Key figures link to their sources; no vendor is paying for the verdict.
44dispatches in the archive20263
- Dispatch
The 2024 deflection wave, revisited
In 2024, "deflection" and "containment" took over every support vendor's homepage. Here's what the resolution data — and the walk-backs — have shown since.
Jul 8, 20263 min - Dispatch
Klarna's AI did the work of 700 agents. Two years on, what held up.
In February 2024, Klarna said its OpenAI assistant did the work of 700 agents. A lookback at which claims held up, which got quietly amended after customer complaints, and what the reversal teaches any team planning an AI rollout.
Jul 6, 20263 min - Dispatch
The CX-trend predictions that held up (and the ones that didn't)
A grade-the-homework look at the 2024-2025 CX-trend forecasts from Zendesk, Gartner, and Forrester: which held up, which missed, and what the pattern says about reading next year's.
Jul 4, 20263 min