Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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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
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