Fandom starts with delight
Delight isn’t service — it’s emotional elevation. Discover how surprise, memory, and identity turn customers into true fans and build lasting brand fandom.
From SaaS (Software-as-a-Service) to AaaS (Agent-as-a-Service)
The transition from SaaS to AaaS represents the most fundamental shift in enterprise software since the cloud. Delight.ai CEO John Kim on why the companies that win won't be the ones with the smartest agents — they'll be the ones whose agents you trust.
The sales cycle isn't shrinking. It already shrank.
B2B sales has fully reset. Buyers decide before contact, AI drives 83% of the journey, and only proof, preparation, and story-led selling still win.
What if CX didn't exist?
CX departments exist because companies are organized around functions, not customers. AI agents with persistent memory don't sand down the seams — they sit in front of them.
Voice AI is an iceberg. Most companies only see the tip.
Discover how to make voice AI work in the real world, from juggling latency, accuracy, and cost to dealing with accents, silence, interruptions, and more.
CX entered the AI-first era. Now your metrics need to.
Traditional CX metrics don’t work in an AI-first world. Discover the KPIs that truly measure AI agent performance.
Why your AI agent needs a manager (yes, really)
Learn why AI agents need active management, how roles like the AI manager prevent performance drift, and what successful teams like Norse Atlantic Airways do differently.
Software ate the world. Agents are eating software.
Agent as a Service isn't SaaS with a new pricing model. It's a fundamentally different architecture. Here's what that actually means.
The Gap incident: What trust infrastructure would have changed
Gap’s AI chatbot failure shows how fragile guardrails and weak oversight exposed deeper flaws in AI—and why trust must be built as infrastructure.
The hidden architecture of AI security: Lessons from the trenches
As AI agents take real actions on behalf of brands, security becomes a customer experience problem. This is what we learned building Delight.
Context graphs and conversational intelligence
The most valuable context graphs aren't built from internal decision traces. They're built from conversational intelligence.
Why we built human-as-AI-evaluator
Automated testing isn’t enough. Discover why human evaluation is critical for training AI and how it drives continuous improvement.
AI agents don’t fail in one big moment, they fail quietly
After building and running AI agents for a while, I’ve learned that their real intelligence doesn’t come from the model itself. It comes from the one thing it can’t fake: what it actually knows about your business and customers.
From icebergs to roots: Why AI shouldn’t be scary
When I joined Sendbird after years in ad tech, I thought I was ready for any fast-moving environment. But AI moves at a different pace. Even the people who have been in the field for years can’t stay on top of every change.
