CX Current

Forget Layoffs. CX Teams Are Building New Career Ladders for the AI Era.

The bots don't run themselves. A new Cresta survey finds the people who keep them running are overloaded, untitled, and invisible on the org chart.
Cresta News Desk
June 9, 2026

Trending Stories

AI & CX Technology

Context Integration Becomes The Enterprise AI Edge As Leaders Push Toward Execution

AI & CX Technology

The Surprise Behind Stalled AI Rollouts: 81% of CX Leaders Blame Integration, Not Intelligence

AI & CX Technology

The Future CX Skill Set Is Systems Thinking, Orchestration, and Knowing Where Humans Create the Most Value

Leadership

Voice of Customer Programs Fail When Insight Never Reaches the Workflow

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Leadership

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Voice of Customer Programs Fail When Insight Never Reaches the Workflow

Cresta News Desk
June 1, 2026

When AI Outpaces Playbooks, Customer Success Professionals Crowdsource The Gap

From Purchase to Impact: Fixing Enterprise Technology's Biggest Adoption Gap

Customer Success Leaders Find Their Best Reps Outside Traditional CS Backgrounds

When Insights Come Before Hiring, CS Teams Find Predictable Revenue And Shed Cost Center Stigma

Why Governance Gaps Are Costing Financial Services Clients Before Go-Live Even Starts

AI & CX Technology

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The Surprise Behind Stalled AI Rollouts: 81% of CX Leaders Blame Integration, Not Intelligence

The Future CX Skill Set Is Systems Thinking, Orchestration, and Knowing Where Humans Create the Most Value

Are Average Handle Time Metrics Losing Relevance as AI Pushes the Hardest Interactions to Human Agents?

Why AI-Driven Workforce Allocation Beats Basic Routing Rules In Complex CSS

How Embedded AI Co-Pilots Help Unlock Deel's CS/CX Teams To Own Relationships And Drive Retention

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Most Popular

Context Integration Becomes The Enterprise AI Edge As Leaders Push Toward Execution

The Surprise Behind Stalled AI Rollouts: 81% of CX Leaders Blame Integration, Not Intelligence

Forget Layoffs. CX Teams Are Building New Career Ladders for the AI Era.

Contact Centers Are Having Their Best Year on Paper According to Finance Teams. But the People on the Phone Tell a Different Story.

The 'AI Jobs Apocalypse' in Customer Service Was Never Coming. The CEO Leading AI Contact Center Transformation Just Said So on Live TV.

The Future CX Skill Set Is Systems Thinking, Orchestration, and Knowing Where Humans Create the Most Value

Voice of Customer Programs Fail When Insight Never Reaches the Workflow