You can checkout any time you like, but… What The Atlantic’s article about sludge reveals when we look at who can reach an organisation, who gets a response and who is left chasing… forever? Chris Colin’s...
Category - Insights
Insights into the world of responsiveness studies
Dr. Mark Friedman
Wrong AI metrics? Today’s cost-cutting bonanza could be tomorrow’s lost customers
Shep Hyken has highlighted a problem for companies introducing AI into customer service: the figures used to declare success may say little about whether customers are getting a better service In a Forbes article...
Peter Friedman
AI is showing customers just how much they want humans
SurveyMonkey has published customer-service findings suggesting that the wider use of AI is making many Americans more conscious of what they value in human support. In its study, 79% of respondents said they strongly...
Stephen Walters
Reachability becoming a human right? It’s happening right now, get ready
A right to reach a human is no longer theoretical. New consumer rules show how contactability could reshape law, politics, business and culture. On 3 July 2026, Ireland brought in new consumer-protection rules giving...
Richard Hall
ComplianceCXEmailImpact of AIInsightsReachabilityRepliesReputational harmResponsivenessRevenue Leakage
The Perception Gap Is Really a Reply Gap
Why poor digital experiences are pushing customers away – and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences...
Agentic AI Can Answer Faster. But Can It Reply Better?
What Alibaba’s customer service experiment reveals about the future of inbound responsiveness The biggest question in modern customer operations is no longer whether AI can respond. It can. The harder question is...
Unsolicited email enquiries? Your CRM hates them!
The Core Diagnosis: The Outbound Bias of Modern CRMs The prompt perfectly identifies the structural blind spot: CRMs were fundamentally architected from an outbound-first, campaign-centric mindset. To a CRM, structured...
CompetitivenessComplianceCRMCXEmailImpact of AIInsightsReachabilityRegulationRepliesReputational harm
What on Earth Is This Universal Commerce Thing? Why haven’t I even heard of it?
Universal Commerce Protocol: The Background and the Bigger Implication Why This |Matters Now Digital commerce is changing because customers are no longer always navigating websites themselves. Increasingly, AI...
The Great CX Inversion: Why CRMs Might Be Looking in the Wrong Direction
For years, customer relationship management has been built around a simple assumption: the supplier initiates, the customer responds. The supplier identifies the market. The supplier segments the audience. The supplier...
