unitQ

Would you let a new hire write their own performance review? A lot of AI support is graded by the same platform that runs it. One scorecard for AI, BPO and in-house agents, graded independently. Link in reply.

Day 2 at the GDS CMO Summit in Austin was all about solutioning. @kristenribero and Simone Knight led the room through quick wins, building internal stakeholder alignment, and tapping customer data that's already living and breathing out in the world.

Great start in Austin! Our VP of Marketing Kristen Ribero and Simone Knight, former VP of Marketing at NBCUniversal, are leading workshops at the GDS CMO Summit on first-party data. Day 1: what counts as first-party data, who owns it, and where CX fits. Next: solutions.

Every company is deploying AI support. Few are grading it. In a lot of deployments, the AI vendor grades its own AI. Same system writes the answer and scores it. A human agent's wrong answer reaches one customer. A bot's reaches everyone who asks. Link in reply.

At #ELCAnnual in SF today and tomorrow. 👋 Lots of engineering leaders shipping AI agents into production. Our question: once that agent talks to customers, who's checking what it says? Find our team at Fort Mason.

Your AI closed the ticket. Why is the customer back? We interviewed 67 support and CX teams. 72% of respondents named a concrete AI benefit, like speed or 24/7 availability. 36% said standard support metrics don't fully capture whether customers got useful help. Link in reply.

AI is clearing support tickets faster than ever. Whether customers are actually better off? Nobody's answered that well. We're building an honest benchmark with the teams living it. <7 min, $50 Amazon gift card for completing it. research.unitq.com/dDY6BX

Lots of unitQ folks on stage today. In Austin, Mike Krug, our Director of Product, joined the "When AI Becomes the Customer" panel at #ReutersMomentum with Cigna Group, Phillips 66 and Coty. When an agent does the buying, friction becomes a lost sale nobody sees.

On stage now at the CPO Summit, @cwiklund asked who owned customer understanding two years ago, and whether that job still exists. 80% of companies think they deliver a superior experience. 8% of customers agree. The responsibility didn't disappear. It became unassigned.

unitQ is live at CPO Summit in Burlingame. Booth team on the floor: customer signals → action with AI. Stage at 2pm PT: Christian on “Customer understanding is becoming an interface, not a job.” Hyatt Regency SFO — come find us.