AI and automation

Gen Z doesn’t see AI as the future of customer service. For many, it’s already part of the experience.  They use AI to compare products, track orders, troubleshoot issues, get answers, manage purchases, and...

Reuters Customer Service & Experience West 2026 brought customer service, experience, and operations leaders together in San Diego for two days of conversations on CX innovation, AI adoption, and...

Email may not be the newest customer service channel, but it’s still one of the most important.  For many organizations, email is where more complex service issues land. Order problems, billing questions, policy...

AI is changing customer experience fast. But for most leaders, the real challenge isn’t just adopting new technology. It’s preparing the workforce to use it well without creating more fatigue, confusion, or resistance along the way. ...

AI in customer service has moved beyond experimentation. Most leaders aren’t asking whether AI matters anymore. They’re asking where to start, what to prioritize, and how to avoid adding more complexity to an already...

AI is no longer a future concept in customer support. It’s already reshaping how enterprise organizations operate, how customers navigate customer service journeys, and how leaders think about cost, quality, and scale.   But as...

For the past few years, the conversation around AI in customer support has often sounded like a tug-of-war: technology vs. people, automation vs. empathy, efficiency vs. experience. But the...

AI simulation is becoming one of the most practical ways to strengthen certification programs for customer-facing teams. It gives learners a realistic place to practice conversations, decisions, and process steps before they handle live interactions.  For teams responsible for certification and readiness, that matters because...

AI has officially moved from the background to the front lines of customer service. In the 2025 holiday season, nearly 8 in 10 shoppers (78%) interacted with AI or automation at some point in...