Everybody says they want omnichannel support… and then build what is essentially the same fragmented...
There’s a stat going around that only about 59% of companies are happy with their outsourcing setup.
Growth has a funny way of making companies feel wildly successful and deeply shaky at the same time.
Your support policies might be your weakest security control, and attackers already know it.
AI didn’t just reduce support volume, it made it way more unpredictable.
Many customers are about to stop contacting support themselves, where possible.
Customers trust voice support because it feels human. Unfortunately, AI can sound human, too.
Cisco is forecasting a significant jump in agentic AI handling support interactions end-to-end.
-2.png)
If metrics alone won budgets, CX leaders would be dangerously overfunded.