Daniel Kahneman proved in 1993 that the end of an experience governs how it is remembered — regardless of everything that came before it. Brands are investing as though the opposite is true.
Why the customer your brand is personalising for — right now, with sophisticated data infrastructure — may not have existed for two years.
What brands are doing to their own communication channels — collectively, rationally, and without realising it — and why Garrett Hardin predicted this in 1968.
Why AI in customer service keeps closing tickets the customer never felt were resolved — and the documented psychological mechanism explaining exactly why this happens.
What that has to do with your CPaaS strategy is going to bother you for a while.
Your sender reputation is being calculated right now by three separate systems. You cannot see the score. You cannot appeal it. But your revenue already can.
