11 Apr 2026 Responsible AI implementation: beyond maximalist automation in customer experience (CX) CX Trends… Read More
8 Apr 2026 The “Uncanny Valley” in AI: overconfidence in LLMs harms customer experience (CX) The Future of CX… Read More
5 Apr 2026 Anthropic’s Super Bowl ads: a warning about the limits of AI interactions with customers (CX) CX Trends… Read More
19 Mar 2026 Companies that achieve ROI in CX don't replace humans with bots. They decide when to escalate from one to the other. CX Trends… Read More
19 Mar 2026 Most companies measure cost per interaction. Your customer measures the value of the experience. CX Trends… Read More
19 Mar 2026 Has AI reduced your operating cost by 70%? Or perhaps you've lost customers without seeing it or knowing it. CX Trends… Read More
29 Apr 2025 Seamless Escalation: Connecting Digital Processes to Humans Contact Center Trends… Read More
