AI and automation

AI has moved from an experimental technology to a central part of customer experience strategy. Organizations are investing in automation, intelligent self-service, and increasingly autonomous AI agents with the expectation that these...

For the past few years, agent assist has been one of the most visible applications of AI in customer experience. It can surface knowledge, summarize interactions, recommend next steps, and reduce...

Why the future of customer experience depends on connecting AI, human expertise, and enterprise workflows around the outcome customers value.  AI has made customer service faster.  Virtual agents can respond instantly. Intelligent...

Why customer experience leaders should think beyond individual AI solutions  Artificial intelligence has become a core part of the customer experience conversation. Organizations are investing in virtual agents, Agent Assist, intelligent...

The 2026 Customer Contact Week (CCW) Retail Executive Exchange brought together customer experience, contact center, and retail leaders in Denver to discuss one of the industry’s biggest challenges: delivering exceptional customer...

Every major technology shift arrives with the same promise: everything is about to change.  We heard it with electricity. We heard it with CRM. We heard it with cloud computing. We heard...

Customers don’t remember how quickly you responded. They remember how easily you solved their problem For years, customer service leaders have raced to improve speed.  Lower average handle time. Faster response...

Every year, Customer Contact Week (CCW) Vegas brings together thousands of customer experience leaders to discuss what’s next for the industry.  This year’s event made one thing clear: organizations are no longer...

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...