Every system, every bureaucracy and every organization creates boundaries. Sooner or later, we say, “I’d love to fix this, but I’m not in charge of that.” Perhaps, though, we’ve been conditioned to say this even when it’s not true. Because being in charge means being responsible, and we may have learned that being on the…
There are tons of tools promising that they can tell AI content from human content, but until recently, I thought they didn’t work. AI-generated content isn’t as simple to spot as old-fashioned “spun” or plagiarised content. Most AI-generated text could be considered original, in some sense—it isn’t copy-pasted from somewhere else on the internet. But…
It’s January, and you’re fired up—new year, new strategy, new wins. Or maybe it’s March, and you’re side-eyeing your social media, wondering if you missed the reset window. Spoiler: You didn’t. Whether it’s the first week of January or the last day of October, the best time to get your social media on track is…
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercom’s Senior Director of Human Support, Bobby Stapleton, about the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the…
What sort of progress? | Seth’s Blog Nothing stays still. Relative to the rest of the world, even something that’s not moving is changing. It’s tempting to talk about not making fast enough progress. But it’s far more useful to ask which direction we’re progressing. Often, people will point to the velocity of the change…
Google has said links are less important than they used to be, and most SEOs have come to accept that as true. Our findings indicate that this is true overall, but for certain types of queries, links matter more. I still believe that links should be a part of your SEO strategy, but they shouldn’t…
Staying consistent on social media is one of the best routes to success on any platform — though that’s easier said than done. Which is why we wanted a way to make this easier (and more fun!). Enter: Streaks! What are streaks? Streaks is more than just a feature — it’s your personal trainer for…
For years, we’ve conducted annual research on the trends shaping the customer service space and shared those insights in our Customer Service Trends Report. But AI changed everything. We can’t predict what’s going to happen by looking at the past anymore; we’ve moved beyond trends and into a completely transformed world of AI-first customer service.…
Consulting firms rank brands on value. Marketers promise to increase it. But brand value has little to do with whether a company is famous or even profitable. The accurate measure of brand value is the premium that consumers will spend over the generic. What time, money or risk will they take for a valuable brand…
Get the week’s best marketing content We ran this study to find out if running paid ads cannibalize organic traffic or not. Most SEOs are against bidding on branded terms because it is believed that buying paid ads cannibalizes organic traffic and it can also impact attribution for conversions and revenue. Paid advertisers believe there is…