Customer experience
Trends and insights about uncomplicating experience for customers, buyers, and partners
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Why unified workspaces are now a business imperative
Fragmented stacks don't just frustrate customers. They quietly raise costs, slow agents, and cap what AI can actually do.
Roshan Romanee
4 min read
How customer service goes from ‘help’ to a strategic intelligence layer
Every customer interaction is a data point. An AI-native approach turns it into competitive advantage
Venki Subramanian
3 min read
A new, AI-inclusive org design
As AI agents join the team, leaders are rethinking roles and responsibilities for digital and human employees alike
Laura Rich
4 min read
AI governance is the missing link in customer service AI adoption
Meeting regulatory pressures and high customer expectations calls for a framework to establish trust
Manan Gupta
5 min read
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