All Posts

For decades, customer experience (CX) was treated as a necessary expense. Call centers, support teams, and service desks were seen as cost centers—something to keep as lean as possible while still avoiding churn. The KPI was efficiency: reducing average handle time, minimizing headcount, and outsourcing to cheaper labor markets.

E-commerce has always been about reducing friction—making it easy for customers to find, compare, and buy. But as digital channels multiply, one thing has become clear: shoppers don’t just want to browse; they want to converse. Whether it’s asking about sizing, checking delivery timelines, or negotiating a deal, conversations are the new storefront.

With AI-driven personalization, retailers and eCommerce brands are moving beyond static recommendations toward dynamic, real-time experiences that speak directly to customer needs.

Introduction When most people hear about AI in retail , they immediately think of customer-facing applications—chatbots, voice...

Introduction Every salesperson knows the follow-up is where deals are made—or lost. But too often, follow-ups either come too late, feel...

Introduction Underwriting has always been the backbone of the insurance industry. It’s the process that decides who gets coverage, at...

For decades, retail loyalty programs revolved around one core idea: spend more, earn points . While this model once worked, modern...

FNOL Automation: Reducing Claim Cycle Time with AI In the world of insurance, the First Notice of Loss (FNOL) is more than just a...

If you ask customer support leaders what they’d do differently in hindsight, many will tell you the same thing: “We should’ve switched to...

The retail landscape has changed—again. As consumer expectations grow and competition tightens, AI is no longer a “nice-to-have.” It’s...

Agentic AI in Retail: What It Means and Why It Matters Retail AI has come a long way from basic chatbots and rigid scripts. Today, a new...

Customer support is one of the biggest costs—and opportunities—for retailers. Long wait times, repetitive queries, and overworked agents...