Expert Advice

Kate Leggett

AI Agents Will Dramatically Impact Customer Operations. Invest in Training And Upskilling to Manage This Transition

Managing workforce evolution in the wake of AI is often much harder than introducing new technology, so start planning now.

Kathy Ross, Emily Potosky

Upskilling, Not Just Automation, Will Define the Future of Customer Service

If organizations want service to become a driver of growth rather than just a cost center, they must equip agents to create value in every interaction.

Steve Morrell

How AI Can Help You Serve Vulnerable Customers More Effectively

AI can detect vulnerable customers, but humans are still needed to respond appropriately.

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Vendor Views

Carson Hostetter

From Human in the Loop to Humans as AI Orchestrators

The agent role will become less about answering calls and documenting interactions and more about overseeing how work gets done.

Sara Hanley

Summer Travel Is CX's Most Severe Stress Test. Here's How the Winners Pull Through.

Organizations that will survive the summer travel peak season can adapt quickly, analyze the issues, and respond fast.

Anthony Gregory

Why 95% of AI Pilots in Call Centers are Quietly Failing and What the 5% are Doing Differently

Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.

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News Briefs

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Salesforce Acquires Fin for $3.6 Billion

June 15, 2026

Fin brings to Salesforce additional AI agent capabilities to complement Agentforce. (Featured on DestinationCRM.com.)

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