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AI has officially moved from the background to the front lines of customer service. In the 2025 holiday season, nearly 8 in 10 shoppers (78%) interacted with AI or automation at some point in...

For the past year, one theme has been impossible to ignore: investment in AI for customer experience has surged, and expectations have surged right alongside it.  At Liveops, we spent time with enterprise leaders across retail, financial...

Authored by Liliana Lopez-Sandoval Customer experience leaders came to Customer Contact Week (CCW) Orlando with one big question on their minds: how do we move AI from “promising” to “proven” without sacrificing quality, compliance, or customer trust?  That question...

In travel and hospitality, customer support is not a back-office function. It is part of the product. When a flight is delayed, a reservation goes sideways, a payment fails,...

During the 2025 holiday season, AI had a breakout year in customer service. It showed up in retail chat widgets, return portals, order tracking flows, and automated phone menus. For many brands, AI became...

In insurance, churn is often treated like a marketing metric instead of what it really is: a slow financial leak. When a policyholder walks away, you’re not just losing premium. You’re losing everything you...

Healthcare has moved far beyond the four walls of the hospital. For most people, the journey now starts with a phone call, text, portal message, or chat. That means...

Insurance providers are under pressure from every direction: rising loss ratios, regulatory scrutiny, new digital-first competitors, and customers who expect fast, empathetic support around the clock. That combination makes...

When most leaders think about customer experience, they picture front-line support teams, sales reps, or digital self-service journeys. But behind every smooth interaction is a back office engine: billing, payroll, data...