AI and CX technology: AI and contact center tech—GenAI/LLMs, virtual agents (chatbots/voicebots), agent assist, automation, NLP/speech analytics, self‑service/knowledge, WEM/WFM, personalization, journey orchestration, omnichannel, CCaaS/CRM/CDP integrations.
Stéphane Bédère, Global Head of Customer Success and Operations at Ingenico, says teams first need to know who makes each decision and when an agent should hand it to a person.
A buyer's guide for CX leaders choosing an AI agent platform
Conversation intelligence turns every customer call, chat and AI agent interaction into data. Here’s how United Airlines, CVS Health and others use it
Containment, FCR and handle time score failed AI conversations as wins. Here are the metrics contact centers should use to measure AI agents instead.
Burgoyne Hughes, GE HealthCare’s Senior Director of Customer Service Centers, brings decades of lessons from customer complaints to the design of AI service.
How to assign accountability for AI agents, what regulators expect and the controls that keep customer-facing AI in check
How three generations of contact center AI differ, and how to tell which one you're buying
How four U.S. airlines and one of the country's busiest airports are rethinking airline customer experience, from the contact center to the gate
Steven Jeffes, a customer experience consultant and former CX director at INEOS Automotive, on why the groundwork before AI decides whether it strengthens customer loyalty or falls short.
Cresta VP of Customer Strategy Antony Passemard on how CX teams make AI's ROI provable, defensible, and honest.
Antony Passemard, VP of Customer Strategy at Cresta, on the rubber-band nature of customer experience metrics and why good AI can make traditional KPIs look worse.
Cresta VP of Customer Strategy Antony Passemard says agent churn is the most expensive and most solvable problem customer experience faces. AI makes the job more manageable.
Mark Meghezzi, Head of EMEA at Cresta, on the revenue-versus-cost math of AI in the customer experience and why cutting cost while leaking revenue is a losing trade.
Andrés Baldrich, former Director of Customer Experience at Scotiabank, shares why an AI rollout measured only on handle time will report a win it didn't earn.
Jason Mercer-Pottinger, Senior Director of Customer Care for the Americas at Vantive, explains why his team onboards AI agents like new hires and reviews every use case before it reaches a patient.
Brian Fricke, CISO at AutoNation, argues that protecting CX starts with pricing security gaps in revenue terms, running security as an internal service that shapes customer-facing products from day one, and automating its own work first.
Rosetta Lue, Chief AI Transformation Officer at GovCXP Digital Partners, measures service operations against ISO standards before any AI agent goes live.
Crash Champions VP of Business Systems Nick Galarneau on building a continuous loop where AI improves through coaching and employees improve through what AI reveals.
VYTLOne VP of Member Services Mitch Mann on the operating model, metrics, and organizational alignment required to deliver effortless customer experiences.
Matt Kelly, Partner and Head of AI Practice at Simpson Thacher & Bartlett, explains why agentic AI governance fails when organizations try to govern the entire category instead of defining the specific risk they care about.
José Freitas, Lead Enterprise Architect at IATA, explains why application rationalization fails as an AI foundation when organizations treat it as a cost exercise and skip the process consolidation, data mapping, and standardization.
Rohit Hajela, Group Manager of Technology Vendor Management at TD, on why third-party failures become CX failures, and how risk-based monitoring changes that.
Jeremy Hyde, Senior Director of Customer Service at Sun Country Airlines, on running small AI pilots and letting agent adoption decide what scales in the contact center.
Christopher Wagner, Director of AI and Data at Baker Tilly, explains why the real cost of enterprise data is not the platform itself but the security, governance, and consumption layers that organizations have to stitch together around it.
Taylor Conyers, Enterprise Customer Success Manager at Clio, on the curiosity, stakeholder translation, and specialized enablement defining the next generation of CSMs.
CX consultant Greg Sullivan explains why operational maturity, not the AI model, is the real driver of CX transformation.
A new Cresta survey of 300 CX leaders finds AI is stalling on integration and data quality, not intelligence. Only 7% have easy access to conversation data.
Niraj Jha, Senior Director of Logistics at Niagara Bottling, argues that as AI access becomes a commodity, customer experience will be won on context integration and decision latency rather than model intelligence.
Bounteous VP Robin Wong shares why the maturity gap in AI adoption is wider than headlines suggest and what CX teams need to do differently to unlock real value.
Alain Mowad, VP of Product & Customer Marketing at Aspect Software, explains why the new North Star metric is successful outcomes, why AI agents need performance reviews just like humans, and why leaders should ask whether AI is saving costs or just moving them.
Darren Byrne, Manager of Customer Success at Deel, explains why CS teams need AI for context depth, but human judgment for relationship depth.
Henré Venter, Head of Portfolio Operations at Flyp, says uncontrolled AI experimentation creates more chaos than it solves, but governance, data hygiene, and clear ownership turn the technology into a real multiplier.
Alexander Labori, a Principal Consultant, explains how AI-powered case complexity scoring shifts the focus from static routing rules to real-time workforce allocation, matching the right customers to the right support engineers before frustration sets in.
Strategy and Operations Leader Ryder Erman advocates for using AI to solve supply chain friction and predict demand before it affects the consumer's journey.
Mukta Dhanuka, a Product Lead with two decades of experience, argues that companies celebrating dramatic drops in support volume after AI deployment are often mistaking suppression for success, and that the fix is building systems for deep listening.
Ashish Kapoor, Founding Product Leader, argues that AI-powered customer interactions break down when systems lack the undocumented reasoning and decision logic that experienced employees carry but formal documentation misses.
Oren Cohen, Director of Customer Success & Support at Cognizant, explains why CS must trade adoption dashboards for value conversations, using internal champions to drive enterprise alignment.
Ankur Gupta, FedEx Principal Chief of Staff to the CCO, shares how enterprise AI is shifting customer experience from reactive support to predictive operations.
Mark Bernardin, Founder of ClearPath CX, explains why revenue leaders must look beyond usage dashboards to diagnose misalignment that can put accounts at risk.
Bijay Kumar, Director of AI at The LCF Group, discusses the challenges of data formats, the need to derive insights from large, unstructured documents, and how generative AI reduces the need for direct human interaction to address them.
Miguel Guillen, Senior Director of Technology and Data at Visory Health, illustrates the problem of foregoing CX in AI development and how companies should focus on utility over features.
Patrice Chance, Manager of Member & Provider Operations at Ascension, explains how healthcare contact centers become clinical allies by linking routine service calls to preventive medicine.
Blackadder Consulting Founder and CEO Craig Howarth explains why CCaaS success is a sequencing problem, urging leaders to fix their data foundations and call flow strategy before chasing the latest AI feature sets.
Mitch Mann, VP of Member Services at VytlOne, says freeing staff from routine tasks with AI allows them to focus on more complex inquiries, problem-solving, and providing personalized support.
Colin Waters, Customer Experience Manager at Caraway Home, explains that AI can handle the initial steps of warranty claims, freeing agents to focus on customer retention.
Drawing on lessons learned leading CX at Xbox, Precor's Director of Commercial Support Ivo Koster details his vision for the future of enterprise support.
Daniel Bunton, Director of Customer Support at Lawhive, is redesigning support roles as automation removes routine tier-one tasks.
Joseph Boragina, Regional VP at nCino, explains how AI is freeing bankers from administrative work to focus on the relationships that drive growth.
Old Navy Customer Experience and Operations Leader Samantha Vax walks us through the challenges of AI adoption in CX, and how clear structure and communication brings crucial human insights to the surface.
Nate Gruendemann, Director of Product at Grasshopper Bank, says banks are facing a transformation as automation replaces human tasks and reshapes the customer experience.
Customer Experience and Communication Strategist Sarmad Fraz shares a playbook for using support data to boost retention, inform product design, and drive year-over-year revenue growth.
Shipra, Lead Engineer DevOps at United Airlines, details how enterprises embed oversight into AI platforms to scale autonomy without surrendering accountability.
Veteran CX leader Michael Windler explains why the contact center's future is about gathering intelligence that drives revenue and supports product improvements, rather than merely cutting costs.
Cresta Product and Data Science Leader Ryan Muir describes a clearer division of labor, with AI explaining what’s happening and leaders deciding how to respond.
Henry Zhang, Product Leader at Cresta, explains why building credible AI voices depends on breaking speech into its smallest elements and tuning them for emotion, context, and real conversations.
Robert Vermeersch, Manager of Help Desk Support at GoodLife Fitness, shows how fixing intake and routing turns automation from noise into real support at scale.
Tarah Nelson, Head of CX at Rosabella, explains why AI dashboards can hide real customer frustration and how smarter automation design keeps both agents and customers on track.
Pranay Kasat, CX Leader at Intuit Credit Karma, shares how AI helps unify omnichannel support by carrying context across touchpoints.
Jeff Lawrence, Country Manager for QuestionPro, explains how to close the outcome ownership gap that prevents companies from turning customer data into business outcomes.
Nicholas Babb, CX Director at McKesson, shares practical strategies for building a winning strategy in a world where CX timelines have shrunk from months to days.
In regulated finance, trust is the product. LendingTree’s Chris Hall explains how disciplined AI governance determines when agents are ready to take on greater customer-facing responsibility.
Vinova Deniz, Head of Customer Success at Wiza, explains how replaying churned customer lifecycles and feeding that data into predictive analytics is redefining how CS teams build health scores, detect risk, and allocate resources.
Eleanore An, Senior Product Manager at Cresta, discusses how to transform customer experience by using a single, unified AI platform to connect agent behavior directly to business outcomes.
Brandon Teegen, Head of Strategy at Cresta, sees AI concentrating risk in contact centers, shrinking headcount while elevating human agents to higher-stakes, trust-defining work.
Aurelia Pollet, VP of Customer Experience at CarParts.com, shows how AI removes human workarounds, forcing CX leaders to fix broken processes and take ownership of AI behavior.
Samsung partners with Harte Hanks to open a customer support hub in South Carolina, creating over 150 jobs dedicated to handling complex customer issues.
Katherine Stone, a CX Analyst at The CX Foundation, explains why AI adoption stalls and how leaders can master the human side of transformation.
APEXX Global's CX SVP James Jackson reveals how empowering teams with AI drives best-in-class enterprise customer experiences and strengthens human connections.
James Elsner, Customer Support Team Lead, discusses using AI to empower human customer support agents, focusing on empathy and root-cause resolution for long-term success.
Gabriel Lozano, CRM Lead at Athena Home Loans, explains how AI project failures can be powerful diagnostics for core business problems, leading to real innovation.
Learn how Five9 CMO Niki Hall's AIOps framework enables trusted agentic AI to get things done, addressing critical data privacy concerns for CX.
Saj Nair, Chief Customer Officer at Qippay, outlines how open banking delivers real rewards for data sharing and expands financial access.
Taylor Conyers, Senior Customer Success Manager at Hootsuite, explains how real-time AI is reshaping customer success with human insight at its core.
James Casper, a digital transformation and CX executive, explains why companies must fix their customer experience before turning to AI.
Brittany Benjamin Bell, a customer success leader at Cresta, explains why most AI investments layer technology on top of outdated processes and measure success using contradictory KPIs.
Rachel Bloch, a Conversational AI Designer at Cresta, explains how pairing human expertise with AI-driven analysis can elevate agent capabilities for better customer experiences.
At Marriott International's Caribbean and Latin America luxury hotels, leaders combine invisible tech and sustainable design to create more authentic human connections and experiences.
Harry Dhebar, Strategic Customer Success leader at Affinity, explains why customer success needs smarter, growth-focused tools to drive revenue and real outcomes.
A new study reveals a major trust gap in e-commerce, with 73% of consumers using AI for research but only 13% allowing an AI agent to make a purchase.
Mark Meghezzi, Cresta's EMEA Head, offers a framework for success with enterprise AI that centers on amplifying a team's existing talent, not replacing it.
Montserrat Padierna, Customer Intelligence and Experience Lead at Walmart Canada, explains how "weavers" connect AI analysis with human context in CX.
Wes Griffith, Senior CX Director at Coinbase, explains why Coinbase is publicly overhauling its customer support with radical transparency to rebuild user trust.
Colin Waters, CX Manager for Warranty & Support at Caraway Home, reframes warranty claims as powerful drivers of customer loyalty and trust.
Adam Luebbers, an AI transformation, operations, and CX executive, explains why AI often struggles to improve the customer experience.
Former Google Chief Decision Scientist Cassie Kozyrkov explains why leaders focus on the wrong metrics and how to build AI experiences that earn customer trust.
Joseph Boragina, Regional VP at nCino, explains why the most effective AI strategies in banking improve the customer experience by finding the employee experience first.
Brindha Sridhar, VP of Customer Experience Strategy at MetroPlusHealth, explains why the future of healthcare AI is about empathy, not efficiency.
Alex Richards, Regional VP of Partnerships at Quantum Metric, on the $1.5B Genesys investment and what it means for AI in CX.
Rahul Iyer, digital analytics leader at Scotiabank, on the "executive blind spots" obscuring the human effort behind AI.
Gabriel Ryan, VP in the Risk Management Group at DBS Bank, explains how banks are cautiously implementing AI.
Global healthcare CIO Siddharth Rao, formerly of AstraZeneca, shares alternative strategies for AI beyond pilots.
Eric Edwards, Senior Service Line Director of IT Sourcing at Vizient, Inc., warns that the efficiency of CX AI comes with a hidden cost: a "knowledge gap" that can paralyze a business when the technology fails.
Shashi Bellamkonda, Principal Research Director at Info-Tech Research Group, explains how to pitch AI's business value, overcome data silos, and drive growth.
Ross Helenius of Mimecast emphasizes the importance of AI agents collaborating across digital ecosystems for real value.
Siddhartha Chatterjee, Club Med's Global Chief Data & AI Officer, warns against the "super agent" concept, advocating for a disciplined multi-agent pipeline.
Citigroup launches AI tools "AskWealth" and "Advisor Insights" to modernize its wealth management services.
Visa introduces new developer tools for its Intelligent Commerce platform, enabling AI agents to securely make purchases on behalf of consumers.
Walmart partners with OpenAI to offer free AI training and certification to its U.S. workforce, launching in 2026.
Taco Bell pauses its AI drive-thru rollout after viral glitches and customer backlash highlight challenges in automation.
A new monday.com report revealed that while 96% of retail leaders are adopting AI, most lack trust in the technology for key decisions.
