The AI Customer Service Strategy That Many Companies Overlook

There's a lot of customer frustration directed towards AI-powered customer service. Much of that negative sentiment is rooted in how companies are choosing to use AI to improve the customer experience. But a recent AI deployment from a Fortune 50 firm highlights a strategy that other businesses would be wise to emulate. [4 minute read]

The Trouble With Tariffs

To date, the U.S. government has refunded over $130 billion in tariffs it collected since the Supreme Court struck down the levies back in February. Companies are receiving the refunds... but what about the consumers who actually purchased the tariffed products? That's where things gets complicated -- and it creates quite a customer experience challenge for businesses large and small. In a recent interview with CX Dive, Watermark founder Jon Picoult shared his thoughts on how businesses can best navigate this thorny issue. [4 minute read]

The Best Service Recovery Story... Ever!

With our lead story centered around the limitations of AI-powered customer service, it seems like an apt time to re-share this video, which is one of Jon Picoult's most-watched keynote clips. It's a classic story of service recovery that illustrates how great, memorable customer experiences often arise out of very subtle (but also very human) gestures. [8 minute video]

Missed The Last Edition Of WaterRemarks?

Did you miss out on our last edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "How To Grow Your Business 'On Purpose'"