Attention Wars: Why Emails, Slack Messages, and Calls Are Often Overlooked
In today’s digital workplace, communication tools are abundant—email, Slack, WhatsApp, Messenger, and traditional phone calls. Yet, despite having more channels than ever, messages are often igno...
Do Customers Prefer Talking to a Bot or Waiting on Hold? What the Data Says
Long wait times have long been a source of frustration for call center customers. As phone bots and AI-driven customer service platforms become more common, businesses face a key question: Do cus...
AI Misunderstanding and Frustration: Why Boomers and Gen X Avoid Phone Bots
Phone bots are becoming a common feature of customer service, but many older customers—particularly Baby Boomers (born 1946–1964) and Generation X (born 1965–1980)—are reluctant to use them. Misu...
Death of Internet Search Ads: How AI-Powered Deep Search is Changing the Game
AI-powered deep search is disrupting the digital advertising landscape, reducing the effectiveness of traditional internet search ads. With AI platforms like ChatGPT and Google’s Gemini providing...
Why Baby Boomers Avoid Phone Bots: Generational Trust Issues in Automated Customer Service
Baby Boomers (born 1946–1964) represent a significant portion of the customer base, yet they are the least likely to engage with phone bots for customer support. Despite advancements in AI and auto...
Customer Retention Through Proactive Care: Why a 5% Increase in Retention Can Boost Profits by 95%
Customer retention is a critical factor for business profitability. Studies by Bain & Company show that increasing customer retention by just 5% can boost profits by 25% to 95% (source). Proact...
