Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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5 questions to ask before buying CX software
In the age of AI, customers expect more from support. But with so many solutions on offer, how do you pick the right one?
Roshan Romanee
3 min read
Is this the first AI Christmas?
As retailers brace for another holiday rush, many are laying the groundwork for agentic AI.
Kristin Burnham
4 min read
Better UX makes agents faster and customers happier
Every second an agent spends deciphering a confusing interface is a second a customer spends waiting. Intuitive design eliminates that friction.
Burr Walker
6 min read
How complexity hurts your customers
Behind every delayed reply or clumsy handoff, there’s usually a CX team fighting complexity they didn’t create
Dan Tynan
4 min read
Omnichannel means solving problems, not adding channels
A decade of “be everywhere” thinking has left customers repeating themselves. AI-driven connected intelligence makes omnichannel finally work the way it should
Jenny Petersen
3 min read
Rehumanizing agent roles in the age of AI
AI that partners with humans changes the narrative from agent burnout to customer success brilliance
Natarajan Chandrasekaran
5 min read
Katie King: CX innovators lead with empathy, not algorithms
Why companies need to use AI to not just optimize customer experience, but to humanize it
Howard Rabinowitz
4 min read
When scale puts a squeeze on support
Hypergrowth can hit customer experience hard—here’s how to recognize challenges early and turn them into your competitive advantage
Janani Dwarakanath
10 min read