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customer operations

9 posts

27 Sept 2026

Nobody asked the customer

Many organisations keep an employee on every customer request and give AI the work around it, because customer service is their last personal contact with customers. I think that view underestimates the customer, and I think the customer would say so if anyone asked.

customer operations customer experience
27 Sept 2026

The employee is still the unit of capacity

AI-assisted customer service makes each employee faster. I think it leaves the customer where they were, because every request still waits for an employee to be free.

customer operations customer experience
27 Sept 2026

Customers want to know a person is within reach

Many customers say they would choose a person even if the outcome and the wait were the same. I take that seriously, and I think it tells us what an organisation has to promise.

customer operations customer experience
27 Sept 2026

The team sets the standard of the service

I agree with the organisations that say people matter more as AI gets better. I think a customer service team matters most when it writes how the work is done and has time for the customers who need it.

customer operations operations
27 Sept 2026

Customers remember how long it took

Many organisations protect the phone call because it has become the last place they meet their customers. I think a customer relationship is built by how much of the customer's time the company respects.

customer operations customer experience
8 Apr 2026

Embed oHallo on your website

Three embeddable widgets that let your website visitors find answers, submit requests, and book meetings without sending an email.

widgets customer operations
31 Mar 2026

Why B2B customer operations need autonomy, not automation

Automation replaces steps. Autonomy replaces the need for steps. The difference matters more than most companies realise.

customer operations autonomy
25 Mar 2026

The learning loop: how every conversation improves the next

When a human intervenes in an AI-handled conversation, that is not a failure. It is training data for a system that gets better without retraining.

learning loop customer operations
15 Mar 2026

Five signs your customer service operation is ready for AI agents

Not every company is ready for autonomous customer operations. Here is how to tell if yours is.

customer operations getting started