AI and automation

Customer service leaders aren’t struggling to find AI solutions. They’re struggling to make them work together.  Over the past few years, organizations have invested heavily in AI agents, copilots, automation tools, knowledge systems, analytics...

The Liveops 2026 Resolution Gap Report finds that customers are fine with automated support for simple issues, but they want an easy way to reach a person when automation...

For years, customer experience outsourcing decisions were framed around geography.  Onshore meant closer alignment and control. Nearshore offered a balance of cost, language, and time zone alignment. Offshore delivered scale, coverage, and efficiency.  Those distinctions...

Artificial intelligence is reshaping customer experience, but enterprise leaders are making one thing clear: the future of CX isn’t AI alone. It’s AI and human judgment working together.  That’s one of the biggest takeaways...

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. ...