How Klarna’s AI Agent Strategy Backfired But Became A Useful Lesson

Klarna’s experience reveals why successful AI adoption depends on preserving human expertise, planning for complex cases and ...

How Rock Stars And Major Brands Use AI For Customer Service Without Losing Humanity

Learn how Jelly Roll's AI strategy strengthens customer trust, personalizes communication, and proves AI works best when it ...

I helped Jeff Bezos build Alexa. Here are the lessons that stuck with me from my early days at Amazon.

Chai Atreya worked as a software development manager at Amazon from 2012 to 2015. He left to apply what he learned from Jeff ...

How self-service travel became another unpaid job for travelers

Experts say airlines and hotels are saving money by making travelers do more, but the mental toll may be driving customers away.

St. Joseph student receives Anne Lowe Scholarship

Nick Garvey has been selected as a recipient of the 2026–2027 Anne Lowe Scholarship awarded by Christian Record Services, Inc., an international nonprofit organization serving people ...

B2B Customer Experience Is at an Inflection Point. Here’s the Question Every Leader Should Be Asking.

B2B customer experience is reaching an inflection point as buyer expectations rise, service channels multiply and AI reshapes ...