Technology

92% of consumers escalate service issues from AI to humans within 10 minutes
51% customers fear AI-recommended scam purchases
Air Canada director reveals the ‘Trojan horse’ that introduced its improved design system
89% of consumers say AI has hurt their experience in some way
75% of CX pros admit automation is based on internal, not customer needs
Salesforce plans to offer AI agent Casey an ‘Optimizer’
Interest in rewards-based loyalty falls below 40%
How Claude is swallowing the B2B SaaS experience
Hyphen CEO makes the case for a kinder approach to customer support
A real-life conductor helps explain the art of AI orchestration
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