AI and automation

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...

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...