Front

"A single score hides the specific failure mode." That's our VP of Engineering, Shane Lowry, explaining why Front doesn't rate AI agents with one quality number and he breaks down how Front decides whether an AI agent is ready to talk to customers. Autonomy isn't a switch we flip on. It's a dial we tune per workflow. Read the full interview for more on how we evaluate and scope AI agents. https://lnkd.in/g5sjZmkh

In Snake, more length doesn't make you faster — it just gives you more ways to crash. Bolting AI onto a broken customer ops process works exactly the same way.  That’s why Aarde Cosseboom, founder and CEO of Palomarr, pushes back on leaders who try to jump the gun with AI implementation.  Not because AI can’t help — but because you haven’t named the real problem yet. Start with your desired business outcome. Sometimes the fix isn’t a purchase. It’s a process change.  Watch him make the case (while keeping his Snake alive): https://bit.ly/4hSsESo  Follow Front to catch the whole series, and see who’s next in the Snake Pit! 🐍

24 hours. Over 1,000 sign-ups. We pre-announced Front's agent teammates and open platform, and the response has been incredible. Here's Kevin Yang on what he's been hearing from customers and partners as they get hands-on with it: agent teammates aren't just about automation. They're about extending the expertise of your best people. Want in? Join the waitlist 👉 https://bit.ly/45TR6LV

In freight brokerage, response time is measured in minutes, not hours. Front Connectors put Echo Global Logistics' shipment data right inside the inbox — no switching tabs, no copy-paste, no lost context. The result: nearly 1,000 hours back in 15 months, and counting. Read the full story: https://bit.ly/4gSZgdz

Last week, we announced that you can now bring your own agents to Front because the best AI strategy gives you the freedom to build with whatever tools work best for your team. We can't wait to see what you build and how you bring your agents into Front. More from Dan on what openness looks like. Join the waitlist 👉 https://bit.ly/4wTuWEp

Tomorrow: The Four Ways Customer Ops Breaks. Every tool in this category made the same bet, that a customer request has one owner, one thread, one clean resolution. That is not what B2B work looks like. Thursday, August 27, 11:00am PT. Register: https://lnkd.in/gPtYXcJJ

A game of Snake only ends one way: you run out of room. Pile tools on top of a broken process and customer ops ends the same way. When operations get tangled, many leaders reach straight for AI. Aarde Cosseboom, founder and CEO of Palomarr, encourages leaders to look deeper. Adding technology to a broken process just scales the inefficiency. The real work is naming the business outcome first, then figuring out whether the answer is a tool at all. In episode 4 of Untangled Ops, Front's interview series, Aarde walks through where the coordination tax really hides — and how to break it. Watch the full conversation (yes, while he plays Snake): https://bit.ly/4gxypT9

Last week we opened up Front to any AI agent you've built: yours, ours, or theirs. Now, hear it straight from Megan Beatty, our Head of Product, on why we built it this way. Your AI strategy shouldn't be locked into one vendor. Teams are moving fast, building agents across support, HR, finance, and more, and they shouldn't have to start over every time the landscape shifts. A party of one isn't a party. Bring your agents in, work alongside them like any other teammate, and keep control of your own AI strategy. Early access is open now 👉 https://bit.ly/4xZj2tR

We’re extending the collaboration capabilities customer-facing teams love to all your AI agents: yours, ours, and theirs. Manage complex workflows with Autopilot, bring your own agents, or both. With teams and agents working together in one place, you can run customer work together, your way.  Increasingly, teams come to us with agents they've already built with Claude, OpenAI, or other AI providers, like Sierra. They’re either tied up with an existing vendor, or they want the flexibility and control of a custom-built agent. We say: bring it on. The AI landscape changes so fast, it’ll probably shift again by the end of this sentence. That’s why we’re letting you call the shots for your AI agents in Front.  Because we believe your AI strategy should be one thing. Yours. Want to bring all your agents into Front? Join the waitlist for early access here 👉 https://bit.ly/4gAVUMi

Grace Gong, founder and CEO of Smart Venture Media, talks to the people funding and deploying AI every week — Forbes Midas List partners, unicorn founders, C-suite operators. A product that's 10% better than the last one doesn't survive a real operation. Her test is whether it changes how the work actually gets done. It's also why she's betting on multiplayer AI over the one-person company: the work isn't getting simpler, it's getting more coordinated — your AI, your teammate's AI, and the people still on the hook when the handoff breaks. Episode 3 of Untangled Ops, with Front CEO Dan O'Connell here: https://bit.ly/4zizVAW Follow along to see who's next in the Snake Pit 👀