Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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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
Building a connected omnichannel experience
It’s important to provide support wherever your customers are, but without a unified view, it all falls apart
Natarajan Chandrasekaran
5 min read
What comes after CSAT
AI is turning traditional experience metrics into real-time guidance—helping CX teams predict, personalize, and prevent issues before they escalate
Kristin Burnham
4 min read
How 5 top industries are redefining customer support
From retail to travel, AI is taking on many tasks, improving productivity and efficiency
Sumana Srikanthan
6 min read
Zdatny: CX leaders need to escape ‘AI pilot purgatory’
Qualtrics’ latest report highlights the organizational roadblocks to delivering great customer support—and how to overcome them
Howard Rabinowitz
4 min read
AI has a customer trust problem. Here’s how to solve it.
To reap the benefits of intelligent automation, companies must put transparency first
Dan Tynan
5 min read