The Perch

Insights and and updates from the frontier of customer experience.

Lorikeet is now self-configuring and agent-first

Steve Hind

Product Updates

Lorikeet is now self-configuring and agent-first

Steve Hind

Product Updates

All

AI Learnings

Product Updates

Company News

Podcast

AI That Makes Your CX Team Better, Not Smaller

Steve Hind

April 22, 2026

From First-Gen Chatbot to AI Agent: What to Look for in Your Second Platform

Steve Hind

April 20, 2026

Pockets of Determinism: How Lorikeet's architecture handles complexity

Minh Le

April 15, 2026

How to Calculate the True Cost of Agent Turnover

Thomas Wing-Evans

April 14, 2026

AI Readiness Checklist: Is Your CX Team Ready?

Thomas Wing-Evans

April 14, 2026

Build vs Buy AI Support: A Framework for CX Leaders

Thomas Wing-Evans

April 14, 2026

What's Your Support Backlog Really Costing You?

Thomas Wing-Evans

April 14, 2026

Is Your Knowledge Base Ready for AI? A Health Check

Thomas Wing-Evans

April 14, 2026

Revolut just launched an AI assistant. You can launch yours this week.

Robbie Tilleard

April 9, 2026

Guardrails: Runtime Protection for Your AI Agent

Minh Le

April 6, 2026

How we built Lorikeet MCP to be Safe and Powerful

Michael Gribben

April 1, 2026

How CX Leaders Actually Use Lorikeet MCP and Coach

Michelle Wen

April 1, 2026

What happens when you put your customers in the same room as your engineers

Adva Milshtein

March 27, 2026

We Gave Claude Code to Everyone

Steve Hind

March 27, 2026

For Insurers, the Problem isn't Hallucination - it's Liability

Will Bannon

March 26, 2026

AI Support for Fintech: Why Ecommerce-Built Vendors Fall Short

Nate Houghton

March 26, 2026

AI Agents for Customer Support: A Hype-Free Buyer's Guide

Steve Hind

March 13, 2026

Buyers Guide to QA in CX: Measure, Diagnose and Act

Michelle Wen

March 12, 2026

What Happens When CX and Ops Leaders Get Hands-On with Claude Code

Michelle Wen

March 11, 2026

AI Agents for Fintech Customer Service: Achieve First Call Resolution

Michelle Wen

March 10, 2026

Why AI Support Escalations Break - And How to Fix Them

Launching Resolution Loop

Steve Hind

March 5, 2026

How to get started using Claude Code as an operations or customer experience leader

Robbie Tilleard

March 2, 2026

If you don't give your customers AI, they'll get it elsewhere

Thomas Wing-Evans

February 24, 2026

Defence in Depth: Managing AI Accuracy in Production

Defence in depth: How to manage AI accuracy in production

Thomas Wing-Evans

February 19, 2026

How to Deploy AI Support (Without a Full Overhaul)

How to deploy AI support without redesigning your entire operation

Estelle Berton

February 9, 2026

Lorikeet and Horatio Partner to Set New Standard for Support Quality

Michelle Cai

January 30, 2026

Lorikeet Coach: AI Customer Service Quality Assurance

Launching Lorikeet Coach: QA that tells you what’s broken and how to fix it

Steve Hind

January 29, 2026

With AI agents, it’s not buy vs build. It’s buy vs build, build, build, build, build

Steve Hind

January 13, 2026

Make your AI support metrics your own

Estelle Berton

January 13, 2026

Launching Lorikeet Voice 2.0

Steve Hind

December 10, 2025

The DNA of voice AI that works

Steve Hind

December 3, 2025

Clay's CX Apprenticeship: Training Generalists While Scaling Support

The Squawk

November 25, 2025

Supporting San Francisco's Emergency Food Assistance Response

Supporting GiveCard's Emergency Food Assistance Response

Nate Houghton

November 7, 2025

Culture Amp's CX Strategy: Move Fast on AI While Building Safety First

The Squawk

November 4, 2025

Why you need to think of prompting as coaching, not programming

Nate Houghton

October 24, 2025

Linear's CX Playbook: How Zero-Bug Policy Turns User Reports Into Trust

The Squawk

October 21, 2025

Team of Agents launch: Lorikeet concierges can support third party outreach via chat, email, voice, SMS and SDK

Launching Team of Agents: Great support is a multiplayer game

Steve Hind

October 8, 2025

How Stripe's CX Org Handled 100x Growth by Rejecting Deflection

The Squawk

October 7, 2025

Scale of importance for communication channels, from critical to good to have

Latency in AI can make or break CX

Minh Le

September 30, 2025

Collage of job listings for the role CX Automation Specialist

The customer support role that puts you ahead in the AI era: the CX Automation Specialist

Estelle Berton

September 12, 2025

The false promise of self-training AI

Steve Hind

July 14, 2025

Why deflection-focused products make worse AI agents

Steve Hind

June 26, 2025

Keeping your CX up when cloud providers fall down

Steve Hind

June 16, 2025

Great CX isn't built on deflection rates

Steve Hind

June 10, 2025

CSAT is dead. Long live CSAT.

Steve Hind

June 4, 2025

Why customers reject AI (and how to fix it)

Steve Hind

May 28, 2025

Why we’ve raised another $11m

Steve Hind

April 3, 2025

In support, copilots are not the answer

Steve Hind

October 16, 2024

Lorikeet secures $5m in funding

Jamie Hall

October 4, 2024

Rethinking AI for customer support: A technical deep dive into Lorikeet

Jamie Hall

September 30, 2024

AI That Makes Your CX Team Better, Not Smaller

Steve Hind

April 22, 2026

From First-Gen Chatbot to AI Agent: What to Look for in Your Second Platform

Steve Hind

April 20, 2026

Pockets of Determinism: How Lorikeet's architecture handles complexity

Minh Le

April 15, 2026

How to Calculate the True Cost of Agent Turnover

Thomas Wing-Evans

April 14, 2026

AI Readiness Checklist: Is Your CX Team Ready?

Thomas Wing-Evans

April 14, 2026

Build vs Buy AI Support: A Framework for CX Leaders

Thomas Wing-Evans

April 14, 2026

What's Your Support Backlog Really Costing You?

Thomas Wing-Evans

April 14, 2026

Is Your Knowledge Base Ready for AI? A Health Check

Thomas Wing-Evans

April 14, 2026

Revolut just launched an AI assistant. You can launch yours this week.

Robbie Tilleard

April 9, 2026

Guardrails: Runtime Protection for Your AI Agent

Minh Le

April 6, 2026

How we built Lorikeet MCP to be Safe and Powerful

Michael Gribben

April 1, 2026

How CX Leaders Actually Use Lorikeet MCP and Coach

Michelle Wen

April 1, 2026

What happens when you put your customers in the same room as your engineers

Adva Milshtein

March 27, 2026