AI and automation

Customer experience is improving—but customer expectations are moving even faster.  According to the CCW Digital CX in 2030 Market Study, 45% of consumers believe customer service has improved over the past year, while...

Customer service organizations have spent years trying to make interactions faster.  Faster responses. Shorter queues. More self-service. Greater automation.  But customers are sending a clear signal: speed means very little when...

Healthcare customer service teams operate in an environment where every interaction can carry compliance implications.  Agents may be helping patients schedule appointments, answering questions about benefits, supporting members with claims, or navigating other...

For the first time in years, there’s encouraging news about customer experience.  CCW Digital’s CX in 2030 Market Study found that 45% of consumers believe customer service improved over the past year, compared...

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...