Expert Advice

Steve Morrell
Steve Morrell

What Businesses Actually Think CX Technology Does to Customer Experience

Technologies that earn the highest CX confidence ratings offer seamless first-time service.

Max Ball
Max Ball

Why Jack Clark Needs Us

The Anthropic founder wants AI to do something at which the CX industry has been working for years.

Christopher Sladdin
Christopher Sladdin, Lauren Villeneuve

Nine Ways Customer Service Leaders Can Elevate Service in 2026

Companies will need to balance transformational technology with disciplined execution of foundational service practices.

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Vendor Views

 
Peter Nebel

Your Call Center Is Sitting on a Goldmine of Intelligence, if AI Is Allowed to Act on It

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience. (Featured on DestinationCRM.com.)

 
Mercer Smith

Clear Rules, Clean Plumbing for Better CX

In modern CX interactions, it is increasingly important to document how your team works and make that transparent for your customers.

 
Angie Tay

Chinamaxxing: Why Global CX Needs a Plurality of Models

As Western consumers embrace Chinamaxxing and slow-living rituals, companies must move beyond a speed-only CX model and adopt a pluralistic approach that balances velocity with human-centered, restorative engagement.

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News Briefs

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Who Owns the Customer Experience?

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March 11, 2026

The CRM tech stack is coming together, which complicates the ownership debate. (Featured on DestinationCRM.com>)

CallMiner Adds AI Capabilities

CallMiner's innovations include advanced AI classifiers and customizable contact summaries with deeper insights and faster discovery. (Featured on DestinationCRM.com.)

Mar 23, 2026
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85% of Consumers Prefer Interacting with Humans vs. AI Agents

Customers are growing more accepting of AI in customer service interactions, but a human is still preferred, Metrigy finds.

Mar 04, 2026
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Almost All Customer Service Leaders Under Pressure to Implement AI This Year

More than 80 percent of organizations plan to expand human agent responsibilities in 2026, Gartner finds. (Featured on DestinationCRM.com.)

Feb 24, 2026
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CX Administration Software to Reach $18.2 Billion by 2033

Market Research Intellect eyes a customer experience administration software market fueled by digital CX transformation and AI integration.

Feb 18, 2026
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Combined Verint–Calabrio Organization to Operate Under Verint Name

Thoma Bravo consolidates product portfolios under the Verint moniker.

Feb 18, 2026
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Rethinking 100 Percent Coverage in Contact Center QA

Finding a happy medium between a few snapshots and blanket coverage. (Featured on DestinationCRM.com.)

Jan 21, 2026
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Speech Analytics Market Poised for Strong Expansion Through 2032

Polaris Market Research projects the global speech analytics market to reach $11.452 billion by 2032. (Featured on SpeechTechMag.com.)

Jan 12, 2026
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