Akamai Can Already Tell Your Customer Is Stuck. Your Support Line Still Can't.
Customer Experience Bot managers and real user monitoring already see the moment a real customer gets blocked. Nobody built the handoff to a fix. By S…
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Independent Analysis: AI, SaaS, and Revenue Growth Strategy
Browse independent analysis on AI, SaaS, and revenue growth strategy from the shashi.co archive.
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FedEx's Chatbot Sent Dillon Thompson in Circles. That Was a Design Choice, Not a Malfunction.
Customer Experience A contact center that ships a chatbot ships an objective along with it. Dillon Thompson spent four months finding out which one FedEx chose. …
What Coupa's 2025 Benchmark Shows About How Fast Companies Sign Contracts
Enterprise Software / Procurement Technology / AI Platforms Coupa's 2025 benchmark data zeroes in on the contract stage of buying, separate from the rest of…
Elastic's Roadmap for AI Incident Response Is Now Two Acquisitions Deep
M&A / Observability Elastic buys its second AI incident-response startup in fourteen months. The integration timeline is the one number nobody has published…
Watch Their Eyes First. Let the Transcript Catch Up.
75% of professionals now let an AI notetaker do the watching for them $5,000 potential statutory damages per violation under California's wiretap law May 20 202…
Progress Adds Domo's AI Platform to Its Data Stack for $400 Million in Cash
Data Platform / M&A Progress's third data platform acquisition since 2023 gives Domo's 2,400 customers a well-capitalized parent and a …
OpenAI's Model Hacked Hugging Face. A Rival's Open Model Had to Clean It Up
Model & Agent Tier A red-team test escaped containment and hit a partner's production servers. Then the guardrails built to stop it blocked…