Smart Customer Service White Papers
NiCE
Maximize your CX results with this Forrester guide to human-AI-business collaboration
In some roles, AI will be able to automate 80% to 99.9%* of daily tasks. The key to AI-first CX success? It’s humans working with AI, not humans versus AI.
By keeping humans in the loop with AI, enterprises continuously strengthen CX systems by turning every interaction and human workflow into intelligence.
Forrester’s “What Will Humans In the Loop Do?” explores how to train workforces to be AI-ready so systems get smarter and customer experience keeps the human touch.
This research shows data leaders how to:
- Increase and fortify the human-AI-business connection
- Design CX systems where humans guide AI agents
- Prevent CX breakdowns when scaling AI agents
- Keep AI-driven CX trustworthy and accountable
Get your guide to AI-first CX transformation.
NiCE
The difference between AI pilots vs a powerful AI platform that performs
Customer experience is at a turning point. AI itself isn’t the challenge. Operating AI across the full CX model is. As expectations rise and complexity grows, leaders face a now-or-never moment: move beyond fragmented tools and pilots, or build the platform foundation required to turn AI into a sustained competitive advantage.
Inside “The AI platform built to maximize CX value” white paper, you’ll see why bolted-on solutions break under real CX complexity, and how a unified CX AI platform allows intelligence to flow across the enterprise. Learn how modernizing the digital doorstep creates the fastest path to value, capturing intent at the point of engagement, and establishing a production foundation for AI at scale.
This white paper explores how organizations can effectively:
- Move AI from experimentation to enterprise-scale execution
- Eliminate CX fragmentation with a unified AI platform
- Capture immediate value by modernizing the digital doorstep
- Drive compounding gains across efficiency, CX, and financial performance
Scale AI across CX to drive real transformation.
NiCE
Only 15% achieve real AI ROI — is your enterprise closing the action gap?
Only 15% of enterprises are achieving measurable ROI from AI agent deployments. Meanwhile, 40% remain stuck in POC purgatory — generating insight, but not impact. The difference isn’t ambition or investment. It’s execution.
In Mind the Agentic Action Gap: Stop Losing Money With AI Agents, Forrester defines the structural gap between agent-generated insight and value-driving action. The report explores why time to action defines ROI — and how leading enterprises reduce friction, introduce orchestration, and shift to operating models where AI agents drive measurable business outcomes.
What separates pilots from ROI:
- The four states of AI agent progress
- Why pilots stall in POC purgatory
- How friction and manual steps kill ROI
- How to build an agentic execution blueprint
See how execution defines AI ROI.
Five9
Artificial intelligence now sits at the center of nearly every CX roadmap. But between vendor hype, evolving frameworks, and rapid technology shifts, it can feel difficult to separate real opportunity from noise.
This eBook by Five9 gives you a practical blueprint to assess readiness, unlock insight from your contact center data, and prioritize the right CX investments.
What you’ll learn:
- Where valuable CX insights are being buried in your current systems
- How to unlock the real story inside customer conversations
- Ways to prioritize AI and CX investments based on data, not assumptions
Download Ebook!
Five9
Customer expectations are higher than ever—and the gap between what leaders think they’re delivering and what customers actually experience is growing.
In this exclusive Five9 report, we surveyed 400+ decision-makers across the US, UK, and Canada to uncover where CX is thriving—and where it’s falling dangerously short.
The top disconnects costing brands loyalty. Learn where leaders are missing the mark—and what customers really want.
How AI and automation are reshaping service. Discover why AI isn’t the future—it’s the foundation of great CX today.
Why agents still matter more than ever. See how the human touch is evolving to drive high-value, high-empathy interactions.
Download the report to:
- Uncover CX blind spots
- Get data-backed insights
- Align your AI-CX Strategy
Five9
AI Agents are redefining customer experience, delivering faster resolutions and smarter interactions. As GenAI and Conversational AI mature, CX and IT leaders must understand what separates experimentation from enterprise-ready impact. The Aragon AI Report explores the evolving AI Agent landscape and why Five9 was recognized as a Leader.
Key insights include:
- Foundational capabilities required for enterprise-grade AI Agents
- How emerging AI Agent types are enabling more intelligent, adaptive customer interactions
- What leaders should consider when evaluating AI platforms to reduce risk and support long-term CX strategy
Download now
Five9
Wyndham Hotels & Resorts needed a modern contact center to keep pace with global demand and rising guest expectations. Legacy systems and complex agent tools created friction for both travelers and support teams alike.
By partnering with Five9, Wyndham transformed its contact center with AI-driven automation and intelligent workflows. This resulted in faster resolutions, more personalized guest interactions, and a scalable CX foundation built for the future.
Discover how Wyndham automated over 40,000 monthly password resets, streamlined 80% of booking cancellations, and achieved a sub-1% call abandonment rate—delivering effortless support while unlocking new levels of operational efficiency.