AI and automation

For the past several years, much of the conversation around AI in customer service has centered on the copilot: technology that works alongside agents to surface information, summarize conversations,...

Customer experience is finally moving in the right direction. But customers are making it clear that progress alone isn’t enough.  CCW Digital’s CX in 2030 Market Study, based on its May 2026...

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...