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The Invisible Line Item in B2B Customer Ops | Webinar: June 3 at 10am PT
71% of B2B companies in Front's research hit a significant AI issue in the past three months. For one in four, it happens every day.
The top failures aren't task failures — they're coordination failures: AI creating additional coordination work (24%), losing context at handoffs (22%), misrouting requests (20%).
Join Dan O'Connell and Adrian Swinscoe on June 3 →
Here's what that looks like in practice. AI delivered on the easy stuff — password resets, package tracking, routine deflection. Then a contract escalation got routed to the wrong team. The AI confirmed it was resolved before anyone had looked. Two departments coordinated over Slack to untangle it. None of it appeared in the system. The queue metrics looked fine.
AI running on platforms built for single-agent workflows can't see the three-team thread in email and Slack. The coordination tax didn't go down. It got a new set of tools.
This is the chapter most attendees say they're coming for — what AI actually needs to reduce overhead in multi-team environments instead of adding to it. June 3, 10am PST.
Register now
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