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April 15, 2026

Viewpoints

Why Most Contact Center AI Programs Miss the Mark and How to Get Yours Right

AI will not transform the contact center on its own. The real drivers of success are adoption, role clarity, and measurement discipline. (Featured on SmartCustomerService.com.)

Insight

Consumers Prefer Brands That Avoid Using GenAI in Content

Marketers should make AI transparent and beneficial, Gartner urges.