Customer journey technology evolves to home in on customer service breakdowns.
Phillip Britt //
06 Jul 2026
The shift away from new customer acquisition is finally taking hold.
Linda Pophal //
06 Jul 2026
Despite a push to repatriate contact center jobs, companies are placing other considerations above country.
Phillip Britt //
01 Jun 2026
Keeping retail data networks safe is an all-hands-on-deck endeavor.
Phillip Britt //
01 Jun 2026
Complexity can come in all shapes and sizes, Here's a guide to the many pitfalls AI agents can face.
Juan Jaysingh //
18 Aug 2026
The accountability gap the Pope describes is an AI architectural failure that will define the next phase of customer service AI.
Vasili Triant //
11 Aug 2026
Generative AI hasn't just introduced new capabilities, it has fundamentally reset user expectations. The gap between expectation and reality is forcing a rethink of content infrastructure from the ground up.
Sara Faatz //
10 Aug 2026
Here's what should work beyond the hype.
Muthuselvan Renganathan //
04 Aug 2026
When your system makes your people look bad.
Garrison Wynn //
17 Aug 2026
An app turns volunteers into contact center-like agents for sight-impaired users.
Nancy Jamison //
07 Aug 2026
Build AI-powered CX systems that turn signals into consistent action.
Senem Guler Biyikli //
03 Aug 2026
A car dealership experience makes a few turns.
Ian Jacobs //
24 Jul 2026