Contact centers will be defined not by what AI can do but by how thoughtfully it is deployed within the business.
As companies create their AI and CX strategies and roadmaps, conversation analytics should be used to bridge the gap between customer interaction data and meaningful outcomes.
Innovative organizations make removing fear and barriers a priority.
Generative AI is reshaping contact centers into experience hubs, combining human empathy and AI intelligence to create service that's faster, smarter, and more personal.
Leaders must embrace flexible, inclusive strategies that leverage generational strengths, prioritize well-being, and foster a shared sense of purpose. (Featured on DestinationCRM.com.)
While companies rush to implement chatbots and digital channels, the phone remains the highest-value customer touchpoint and the most expensive to ignore when automation fails.
Verint will merge with Calabrio to create an AI-driven customer experience powerhouse. (Featured on DestinationCRM.com.)
Expanded collaboration brings NiCE's CXone Mpower together with Agentforce in Salesforce Service Cloud.
The Keep Call Centers in America Act would ensure when Americans call a call center, they can speak to a human located in the United States
Investment strengthens Genesys' partnerships with Salesforce and ServiceNow to accelerate agentic AI customer experience orchestration. (Featured on DestinationCRM.com.)
Acquisition combines NiCE's CXone Mpower with Cognigy's conversational and agentic AI. (Featured on DestinationCRM.com.)
Service leaders must adapt strategies to engage customers on search engines, social platforms, and genAI tools, Gartner urges.
Emerging technologies and evolving expectations will transform customer service over the next three years, Gartner predicts. (Featured on DestinationCRM.com,/em>.)
Make self-service options readily available, easy to use, and valuable. (Featured on DestinationCRM.com.)