The Agent-in-the-Middle: Your Customer's AI is Reading Your Messages Before They Do
Intermediated CX - The era of the Agent-in-the-Middle.
Aug 19, 202610 min read75
Command Palette
Search for a command to run...
#customer-experience
Articles tagged with #customer-experience
Your brand has one thread. Your customer has three problems.
Say you're a credit card issuer, and one of your cardholders has three things running with you at once. A disputed charge they're chasing. This month's statement, just issued. A replacement card in th
Jul 22, 202610 min read78
RCS has a Positioning Problem: Making the Business Case for Modern Messaging
Why a powerful channel can't find its rung — and what CX teams should do about it in 2026?
Jun 29, 20269 min read113
WhatsApp Usernames and BSUIDs (Part 2): The New Marketing and Consent Risks
WhatsApp’s move to usernames and BSUIDs is a massive leap forward for consumer privacy, letting users hide their phone numbers behind a handle. But for businesses, it breaks one of the oldest shortcut
Mar 23, 20268 min read115