Artificial intelligence projects haven't always been successful, and buyers aren't blaming the vendors.
Expect to see fully automated B2B service interactions start to take off in 2027 while the rest of the world struggles with consumer bots.
AI is changing the operating environment of contact centers, and performance management must change with it.
I'd be careful about looking at a rising containment rate or falling employee handling time and assuming the customer experience must be improving along with it.
Organizations are rolling back or shutting down customer-facing AI agents after deployment, with higher rollback rates among companies with mature governance frameworks. Visibility into agent performance allows organizations to identify issues and act before customers do.
Journey mapping is useful, but mapping everything creates noise. Service leaders get more value by focusing on the journeys tied directly to business KPIs and managing those with clear ownership and measurement.
Genesys is strengthening Genesys Cloud with agentic capabilities and new integrations, the company says at its annual Xperience user conference. (Featured on DestinationCR<.com.)
Gartner found that customers push back when AI blocks access to human agents. (Featured on DestinationCRM.com.)
The accountability gap Pope Leo XIV describes is an AI architectural failure that will define the next phase of customer service AI. (Featured on DestinationCRM.com.)
ContactBabel finds a slowing of web chat automation, after nearly 10 years of growth.
AI is already handling most customer inquiries, and automation will continue to accelerate, Forrester predicts. (Featured on DestinationCRM.com.)
Phil Britt sat down for a one-on-one with Verint's top executive during the recent Verint Engage conference. (Featured on DestinationCRM.com.)
AI is producing some big results for Verint customers, while Agent Factory will alter contact center staffing.
Verint CEO David Rhodes told conference attendees that Verint continues to gain steam under Thoma Bravo and unveiled agentic AI capabilities.