VR Cake, LTV, and Your Affiliate Program Recommendations!

🌎 Around the Web

🤔 Risks of AI in Support

If you're trying to explain why over-using AI in support could be a problem for your customers, this article lists 3 risks and may give you a jumping-off point for your argument.

➡️ Read The risks of generative AI in CX. Jump to Risk 1 here.

🤔 Stay the Course, Humans Will Prevail

I think I may have shared this article by Justin Robbins already, but it crossed my path again, and it's just so good it's worth reading twice. Or enjoy this 2-second quote and take a deep cleansing breath: "... customer experiences will likely deteriorate before they improve. ... Although the immediate future may bring frustration and missteps, those who adopt a strategic, iterative approach will pave the way for a CX revolution."

➡️ Read The Coming Cratering of Customer Experience—and the Renaissance That Will Follow

🤔 Intercom

Speaking of AI (as if we're ever not anymore), Intercom has a big announcement coming up on March 19. "Our announcement on March 19th needs to be heard to be believed." What do we think it is?

➡️ Sign up for the event Built for You '25

🤔 Alright, let's spiral about VR for a minute.

🌀 First, Google is developing tech that will enable virtual meetings without goggles.

🌀Then, consider: "40% of working professionals prefer using VR headset to join 'virtual office.'" Is this the future?

🌀 And then speaking of the future, "the e-Taste system consists of a sensor-actuator interface" - ok but do you ... put it in your mouth?

🎤 This Week in the Podcastiverse

🤔 Live Chat with Jen Weaver

Steph Hardy shows us exactly how she launched sprint planning for her CX team.

➡️ Watch here or listen on your fav podcast app! Big takeaway at about minute 23:30.

🤔 The Supportive #8!

Sarah Hatter skewers the current moment in CX: we're offering low-touch support for customers who are expecting a different level of support.

➡️ Watch the 6-minute video of clips to warm up to listening to the whole episode here.

🤔 What is support operations?

Bobby S. and Kevin Furlong illuminated the role of ops on support teams on Intercom 's The Ticket podcast. If you have team members looking to grow, ops is a great role to transition them into - share this podcast with them!

➡️ Watch the full podcast, listen on your podcast app, or hit minute 12 for Kevin's quick guide to change management.

🤔 LTV

Philippe Mesritz led a panel all about which metrics are impactful in support, and which are basically useless. Almost every time I talk to someone in support, this topic comes up.

➡️ Watch the whole video here or hop in at minute 19 for the metric to rule all metrics.

The Communities

💡 Do you run an affiliate program that you love? Rebecca Eby would love your recommendation! (LinkedIn)

💡 Share your Slack tips for Matt Beran here on LI.

💬 Removing accents with AI - do we love this or hate it? (on Support Driven Slack)

🤖 And also related to the spoken word, AI voices are getting more realistic - your take? (on Support Driven Slack)

🧩 Little Bits

📌 CX Scaling Masterclass this Thursday 🧑🏫

📌 CX Fireside with •Shep Hyken this Tuesday 👨🔧

📌 What Lush learned from three years of being mostly offline 🧼

📌 This week my team launched a tool we think you'll love: Guidemaker!

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.