Front

Our new CPXO, Paul Teyssier, has been on a listening tour since day one — meeting with 1-2 customers every couple of days. The big concerns he kept hearing: “I’m excited about AI’s potential, but I hesitate about what the ROI looks like.” “It takes too long to tailor AI to my business to see real outcomes.” “It’s really hard to automate without risking my customer relationships.” That’s why Front AI was built around three simple steps: Analyze your customer interactions, assist your team with smart suggestions, and only automate what’s actually safe to automate. No mistakes-first automation. No crossing your fingers and hoping for the best. Just smart help that learns your business and works the way you do. See this quality-first approach in action at our Control Shift on-demand webinar: https://bit.ly/4ly0YRJ

A fresh take on focus 💡 Front’s redesigned inbox is here: faster, cleaner, and built to help teams cut through the clutter. ✔️ Open/Later/Done view to stay organized 🧠 Compact headers for faster context 📥 Collapsible sidebars = more space to think 🎨 A cleaner, more customizable experience all around 👉 More on why Fronteers are loving the new redesign: https://bit.ly/4kM5qed

🚀 Make headlines for your exceptional service, not AI mistakes. See how Front AI keeps you in complete control of your customer experience, without the lengthy implementation process usually required to get started: ✨ 𝗧𝗼𝗽𝗶𝗰𝘀: Just connect a channel and Front AI will auto-categorize conversations to start routing — no complex configuration or knowledge base required.  🧑✈️ 𝗖𝗼𝗽𝗶𝗹𝗼𝘁: Get AI-suggested replies based on past conversations and help content, so agents resolve faster without sacrificing oversight. 📊 𝗦𝗺𝗮𝗿𝘁 𝗖𝗦𝗔𝗧 & 𝗦𝗺𝗮𝗿𝘁 𝗤𝗔: Automatically measure customer satisfaction and agent performance across conversations — no surveys or manual scorecards needed. 🤖 𝗔𝗴𝗲𝗻𝘁 (𝗰𝗼𝗺𝗶𝗻𝗴 𝘀𝗼𝗼𝗻): Automate with confidence by deciding what's safe to hand over to AI, and what should route directly to a human. 📧 𝗥𝗲𝗶𝗺𝗮𝗴𝗶𝗻𝗲𝗱 𝗶𝗻𝗯𝗼𝘅: Boost productivity and focus with a stunning new inbox built for speed and clarity – giving teams faster context, simplified workflows, and increased focus. Get all the details in our blog and join us tomorrow, July 16th, at Control Shift for a deep dive into all the latest AI features 👇 https://lnkd.in/gkQB_7KW

Managing support shifts shouldn’t feel like a full-time job Our new workforce management tools help teams plan, staff, and adjust in real time — without leaving their inbox. In this quick video, PM Frederic Bidot shares how it works. Join the waitlist to get access: https://lnkd.in/eT9xApZh

🚨 New research alert: The AI comfort gap is reshaping customer expectations in ways most companies aren't prepared for. We surveyed customers across industries and found something fascinating — their AI comfort levels vary dramatically, creating three distinct personas with completely different service expectations: 🔮 Daily AI users, or Adopters, are asking why your AI isn’t more predictive ⚡ Weekly/monthly AI users, or Dabblers, need quick proof of value 💎 Rare AI users, or Traditionalists, want transparency and human backup For customer support leaders, this isn't just about AI adoption — it's about fundamentally different expectations showing up in every support interaction. Read our Head of Support, Kenji Hayward’s, key takeaways on what this means for CX in his Top-Tier Support newsletter: https://lnkd.in/gpkU5HgA

The companies that are best at scaling AI-powered customer service aren’t the ones deflecting the most tickets. They’re the ones matching their AI strategy to what their actual customers want. Our research across four industries shows wildly different expectations when it comes to customer service and AI: • 65% of SaaS customers believe AI could be better at treating them like a person • 63% of financial services customers feel AI-led customer service needs to improve at protecting their personal data • 61% of professional services customers agree that AI could understand their issues faster • 60% of logistics customers expect AI to solve their problem the first time That means one industry’s “best practice” is another’s churn accelerator. We just published an industry-by-industry breakdown of customer AI expectations. Plus, actionable AI strategies for every kind of customer. https://bit.ly/40yMwAo

Welcome to the team, David Slater! David’s here to drive our next chapter of marketing at Front: AI-native, insight-rich, and built to scale creativity like software. We’re lucky to have him on board.

Get ready to hear from the minds shaping the future of AI-powered support. Join us at Control Shift, a live webinar on July 16 at 10 am PT. 🎙️ Meet your speakers: ➡️ Paul Teyssier, CPXO — on why AI needs human oversight ➡️ Kevin Yang, Head of AI — debuting Front’s newest CX tools ➡️ Maggie Lamas, Head of Design — giving a live tour of the redesigned Front inbox Register today: https://bit.ly/44i2f9j

Every great journey needs the right path — and that includes your customers' journeys! Path analytics reveal exactly where users drop off or convert in your chatbot flow so you can fine-tune automation and scale self-service with confidence 📈  Learn more: https://bit.ly/4lgJ5XA

"Focus on pain points you're trying to solve, phase your rollout, and treat AI like a new hire by providing continuous feedback." Thanks to TheLoops' Head of Customer Experience, Matt Dunn, for sharing your insight in our AI in CX report! If you're interested in an industry by industry breakdown on how you can tailor your AI-powered service to your customers’ unique preferences, read the full report here: https://lnkd.in/g_Z4SB4x