Author: Beck McLoughlin
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Estimated reading time: 10 minutes
How AI Can Fix the 5 Biggest Pain Points in Customer Service
The truth is simple: You can’t create great customer experiences if your agents are miserable. When an agent is stressed out, jumping between six different programs, and watching the clock tick, they can’t give customers the attention they deserve. All their energy goes into just managing the technology instead of actually helping people. If we…
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Estimated reading time: 10 minutes
Language Spotlight: Korean
In English, we can be informal without being insulting. The language gives us a wide neutral zone. Korean does not. Korean forces you to choose a relationship, not just a sentence, and customers hear that choice immediately.
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Estimated reading time: 10 minutes
Don’t Hate the Player: Fixing Bias in AI – What We Can Learn from Texas Women
We are living through a transition, a moment in which generative AI is revolutionizing how we function as a society. If women in positions of leadership don’t lean in and participate in the design and evolution of this self-learning technology, the bias that has plagued women for centuries in real life (IRL) interactions is going…
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Estimated reading time: 10 minutes
When Your CX Stack Works Against You: How Fragmented Systems Undermine Multilingual Support
When something breaks in the customer experience, it’s rarely because agents didn’t care enough or try hard enough. It’s usually because the stack didn’t give them what they needed at the right time, in the right place, in the right language.
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Estimated reading time: 10 minutes
Multilingual CX Is Where AI Proves Its Value or Quietly Fails
Multilingual CX is not where organizations should settle for half-ready AI. It’s where AI must be at its most accurate, most disciplined, and most human-aware.
