AI and CX industry news and thought leadership, powered by Cresta.https://www.cxcurrent.com/en-usTue, 20 Oct 2026 16:15:37 GMT https://www.cxcurrent.com/news/veronica-moturi-brinks-home-customer-experience-leadershiphttps://www.cxcurrent.com/news/veronica-moturi-brinks-home-customer-experience-leadershipVeronica Moturi, Chief Customer Officer at Brinks Home, traces consistency back to simpler roles, clearer measures, and telling her floor the hard part of an AI rollout first.Tue, 20 Oct 2026 16:15:37 GMTLeadership https://www.cxcurrent.com/news/burgoyne-hughes-ge-healthcare-customer-service-innovationhttps://www.cxcurrent.com/news/burgoyne-hughes-ge-healthcare-customer-service-innovationBurgoyne Hughes, GE HealthCare’s Senior Director of Customer Service Centers, brings decades of lessons from customer complaints to the design of AI service.Mon, 19 Oct 2026 14:06:14 GMTAI & CX Technology https://www.cxcurrent.com/news/explicit-decision-rules-ai-agents-customer-service-stephane-bedere-ingenicohttps://www.cxcurrent.com/news/explicit-decision-rules-ai-agents-customer-service-stephane-bedere-ingenicoStéphane 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.Mon, 19 Oct 2026 07:23:47 GMTAI & CX Technology https://www.cxcurrent.com/news/healthcare-cx-automation-patient-trust-diagnostics-gaurav-jain-redcliffe-labshttps://www.cxcurrent.com/news/healthcare-cx-automation-patient-trust-diagnostics-gaurav-jain-redcliffe-labsGaurav Jain, COO of Redcliffe Labs, shares how automated booking speeds up home blood tests while patient ratings and a ready helpline keep people confident in their results.Mon, 19 Oct 2026 07:12:26 GMTLeadership https://www.cxcurrent.com/news/how-to-evaluate-ai-agent-vendors-contact-centerhttps://www.cxcurrent.com/news/how-to-evaluate-ai-agent-vendors-contact-centerA buyer's guide for CX leaders choosing an AI agent platformWed, 14 Oct 2026 18:45:57 GMTAI & CX Technology https://www.cxcurrent.com/news/what-is-conversation-intelligence-contact-centerhttps://www.cxcurrent.com/news/what-is-conversation-intelligence-contact-centerConversation intelligence turns every customer call, chat and AI agent interaction into data. Here’s how United Airlines, CVS Health and others use itTue, 13 Oct 2026 21:22:54 GMTAI & CX Technology https://www.cxcurrent.com/news/how-to-measure-ai-agents-contact-centerhttps://www.cxcurrent.com/news/how-to-measure-ai-agents-contact-centerContainment, FCR and handle time score failed AI conversations as wins. Here are the metrics contact centers should use to measure AI agents instead.Tue, 13 Oct 2026 15:24:41 GMTAI & CX Technology https://www.cxcurrent.com/news/who-owns-ai-agents-contact-center-governancehttps://www.cxcurrent.com/news/who-owns-ai-agents-contact-center-governanceHow to assign accountability for AI agents, what regulators expect and the controls that keep customer-facing AI in checkMon, 12 Oct 2026 18:11:56 GMTAI & CX Technology https://www.cxcurrent.com/news/how-ai-is-changing-contact-center-agent-jobshttps://www.cxcurrent.com/news/how-ai-is-changing-contact-center-agent-jobsWhat human agents do when AI handles the routine work, and the new roles taking shape around themSun, 11 Oct 2026 16:49:07 GMTIndustry News https://www.cxcurrent.com/news/what-is-agentic-ai-contact-centerhttps://www.cxcurrent.com/news/what-is-agentic-ai-contact-centerHow three generations of contact center AI differ, and how to tell which one you're buyingSat, 10 Oct 2026 22:46:20 GMTAI & CX Technology https://www.cxcurrent.com/news/why-contact-center-ai-pilots-failhttps://www.cxcurrent.com/news/why-contact-center-ai-pilots-failMost contact center AI pilots stall for operational reasons, not technical ones. Here's why, and what the teams that reach production do differently.Fri, 09 Oct 2026 19:16:40 GMTIndustry News https://www.cxcurrent.com/news/airline-customer-experience-2026https://www.cxcurrent.com/news/airline-customer-experience-2026How four U.S. airlines and one of the country's busiest airports are rethinking airline customer experience, from the contact center to the gateThu, 08 Oct 2026 22:56:51 GMTAI & CX Technology https://www.cxcurrent.com/news/top-cx-leaders-2026-lessonshttps://www.cxcurrent.com/news/top-cx-leaders-2026-lessonsWhat CX Current's Top 50 Leaders Transforming CX have in common, and what other customer experience leaders can learn from themWed, 07 Oct 2026 20:02:23 GMTLeadership https://www.cxcurrent.com/news/data-foundation-ai-customer-loyalty-steven-jeffeshttps://www.cxcurrent.com/news/data-foundation-ai-customer-loyalty-steven-jeffesSteven 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.Thu, 24 Sep 2026 12:09:30 GMTAI & CX Technology https://www.cxcurrent.com/news/eu-ai-act-transparency-requirements-impact-cx-teamshttps://www.cxcurrent.com/news/eu-ai-act-transparency-requirements-impact-cx-teamsArticle 50’s transparency requirements are now in effect, forcing CX teams to take a closer look at how AI shows up across the customer journey.Thu, 24 Sep 2026 12:09:30 GMTIndustry News https://www.cxcurrent.com/news/customer-experience-ai-roi-measurability-antony-passemard-crestahttps://www.cxcurrent.com/news/customer-experience-ai-roi-measurability-antony-passemard-crestaCresta VP of Customer Strategy Antony Passemard on how CX teams make AI's ROI provable, defensible, and honest.Thu, 24 Sep 2026 12:09:30 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-redefines-cx-performance-metrics-antony-passemard-crestahttps://www.cxcurrent.com/news/ai-redefines-cx-performance-metrics-antony-passemard-crestaAntony 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.Thu, 24 Sep 2026 12:09:30 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-enhanced-training-reduces-agent-churn-antony-passemard-crestahttps://www.cxcurrent.com/news/ai-enhanced-training-reduces-agent-churn-antony-passemard-crestaCresta 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.Thu, 24 Sep 2026 12:09:30 GMTAI & CX Technology https://www.cxcurrent.com/news/revenue-over-cost-in-ai-customer-experience-mark-meghezzi-crestahttps://www.cxcurrent.com/news/revenue-over-cost-in-ai-customer-experience-mark-meghezzi-crestaMark 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.Thu, 24 Sep 2026 12:09:30 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-customer-experience-insights-brad-meiller-spectrum-brandshttps://www.cxcurrent.com/news/ai-customer-experience-insights-brad-meiller-spectrum-brandsBrad Meiller of Spectrum Brands discusses the importance of well-planned implementation, and maintaining human empathy in customer interactions.Thu, 24 Sep 2026 12:09:30 GMTLeadership https://www.cxcurrent.com/news/adam-wood-otr-customer-engagement-strategyhttps://www.cxcurrent.com/news/adam-wood-otr-customer-engagement-strategyAdam Wood, Head of Customer Engagement at OTR, outlines the process documentation, training, and customer data that let a team scale without hiring in proportion.Tue, 15 Sep 2026 00:42:39 GMTIndustry News https://www.cxcurrent.com/news/andres-baldrich-scotiabank-contact-center-evolutionhttps://www.cxcurrent.com/news/andres-baldrich-scotiabank-contact-center-evolutionAndrés 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.Sat, 05 Sep 2026 17:39:32 GMTAI & CX Technology https://www.cxcurrent.com/news/jason-mercer-pottinger-vantive-contact-center-ai-implementationhttps://www.cxcurrent.com/news/jason-mercer-pottinger-vantive-contact-center-ai-implementationJason 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.Thu, 20 Aug 2026 12:41:04 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-experience-business-first-ciso-brian-frickehttps://www.cxcurrent.com/news/customer-experience-business-first-ciso-brian-frickeBrian 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.Thu, 20 Aug 2026 12:41:04 GMTAI & CX Technology https://www.cxcurrent.com/news/iso-standards-ai-readiness-customer-experience-rosetta-lue-govcxphttps://www.cxcurrent.com/news/iso-standards-ai-readiness-customer-experience-rosetta-lue-govcxpRosetta Lue, Chief AI Transformation Officer at GovCXP Digital Partners, measures service operations against ISO standards before any AI agent goes live.Tue, 28 Jul 2026 09:16:59 GMTAI & CX Technology https://www.cxcurrent.com/news/human-ai-feedback-loop-nick-galarneau-crash-championshttps://www.cxcurrent.com/news/human-ai-feedback-loop-nick-galarneau-crash-championsCrash Champions VP of Business Systems Nick Galarneau on building a continuous loop where AI improves through coaching and employees improve through what AI reveals.Tue, 28 Jul 2026 09:16:59 GMTAI & CX Technology https://www.cxcurrent.com/news/proactive-service-standard-contact-centers-mitch-mann-vytlonehttps://www.cxcurrent.com/news/proactive-service-standard-contact-centers-mitch-mann-vytloneVYTLOne VP of Member Services Mitch Mann on the operating model, metrics, and organizational alignment required to deliver effortless customer experiences.Tue, 28 Jul 2026 09:16:59 GMTAI & CX Technology https://www.cxcurrent.com/news/agentic-ai-governance-specific-risk-matt-kelly-simpson-thacherhttps://www.cxcurrent.com/news/agentic-ai-governance-specific-risk-matt-kelly-simpson-thacherMatt 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.Tue, 28 Jul 2026 09:16:59 GMTAI & CX Technology https://www.cxcurrent.com/news/application-rationalization-process-clarity-ai-jose-freitas-iatahttps://www.cxcurrent.com/news/application-rationalization-process-clarity-ai-jose-freitas-iataJosé 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.Tue, 28 Jul 2026 09:16:59 GMTAI & CX Technology https://www.cxcurrent.com/news/vendor-failures-cx-risk-monitoring-rohit-hajela-tdhttps://www.cxcurrent.com/news/vendor-failures-cx-risk-monitoring-rohit-hajela-tdRohit Hajela, Group Manager of Technology Vendor Management at TD, on why third-party failures become CX failures, and how risk-based monitoring changes that.Tue, 07 Jul 2026 21:51:17 GMTAI & CX Technology https://www.cxcurrent.com/news/contact-center-ai-adoption-small-pilots-jeremy-hyde-sun-countryhttps://www.cxcurrent.com/news/contact-center-ai-adoption-small-pilots-jeremy-hyde-sun-countryJeremy 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.Tue, 07 Jul 2026 21:51:17 GMTAI & CX Technology https://www.cxcurrent.com/news/integration-tax-enterprise-data-platforms-christopher-wagner-baker-tillyhttps://www.cxcurrent.com/news/integration-tax-enterprise-data-platforms-christopher-wagner-baker-tillyChristopher 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.Tue, 07 Jul 2026 21:51:17 GMTAI & CX Technology https://www.cxcurrent.com/news/nps-falls-short-cx-teams-seek-actionable-insights-sajan-mathew-autodeskhttps://www.cxcurrent.com/news/nps-falls-short-cx-teams-seek-actionable-insights-sajan-mathew-autodeskSajan Mathew, Senior Manager of Customer Experience at Autodesk, on the structural reasons NPS became a vanity metric and what CX teams should measure instead.Wed, 24 Jun 2026 06:53:14 GMTLeadership https://www.cxcurrent.com/news/customer-success-shifts-to-business-translation-taylor-conyers-cliohttps://www.cxcurrent.com/news/customer-success-shifts-to-business-translation-taylor-conyers-clioTaylor Conyers, Enterprise Customer Success Manager at Clio, on the curiosity, stakeholder translation, and specialized enablement defining the next generation of CSMs.Wed, 24 Jun 2026 06:53:14 GMTAI & CX Technology https://www.cxcurrent.com/news/greg-sullivan-insights-cx-ai-deploymenthttps://www.cxcurrent.com/news/greg-sullivan-insights-cx-ai-deploymentCX consultant Greg Sullivan explains why operational maturity, not the AI model, is the real driver of CX transformation.Wed, 24 Jun 2026 06:53:14 GMTAI & CX Technology https://www.cxcurrent.com/news/sudi-navile-sid-global-ai-headlines-customer-trusthttps://www.cxcurrent.com/news/sudi-navile-sid-global-ai-headlines-customer-trustSudi Navile, Chief Customer Officer at SID Global Solutions, explains why AI hype headlines are creating false momentum inside organizations, eroding customer trust, and producing decisions that a 30-second customer search can expose.Wed, 24 Jun 2026 06:53:14 GMTLeadership https://www.cxcurrent.com/news/cresta-survey-ai-cx-integration-data-barriershttps://www.cxcurrent.com/news/cresta-survey-ai-cx-integration-data-barriersA 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.Wed, 24 Jun 2026 06:53:14 GMTAI & CX Technology https://www.cxcurrent.com/news/context-integration-decision-latency-cx-niraj-jhahttps://www.cxcurrent.com/news/context-integration-decision-latency-cx-niraj-jhaNiraj 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.Wed, 24 Jun 2026 06:53:14 GMTAI & CX Technology https://www.cxcurrent.com/news/cresta-survey-hidden-labor-behind-ai-contact-centerhttps://www.cxcurrent.com/news/cresta-survey-hidden-labor-behind-ai-contact-centerThe 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.Wed, 24 Jun 2026 06:53:14 GMTIndustry News https://www.cxcurrent.com/news/cresta-survey-cx-deflection-metrics-brokenhttps://www.cxcurrent.com/news/cresta-survey-cx-deflection-metrics-brokenDeflection and containment still dominate CX scorecards. New data from Cresta explains why that's becoming a liability.Wed, 24 Jun 2026 06:53:14 GMTIndustry News https://www.cxcurrent.com/news/ping-wu-cresta-ceo-on-squawk-boxhttps://www.cxcurrent.com/news/ping-wu-cresta-ceo-on-squawk-boxPing Wu took the contrarian position to AI transformation in CS on CNBC's Squawk Box Europe. Cresta's new survey of 300 CX leaders is the evidence behind it, and it points to an irony the doomsayers never priced in.Wed, 24 Jun 2026 06:53:14 GMTIndustry News https://www.cxcurrent.com/news/ai-customer-experience-gap-challenges-robin-wong-bounteoushttps://www.cxcurrent.com/news/ai-customer-experience-gap-challenges-robin-wong-bounteousBounteous 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.Wed, 24 Jun 2026 06:53:14 GMTAI & CX Technology https://www.cxcurrent.com/news/voc-execution-gap-operating-model-laura-downing-tphttps://www.cxcurrent.com/news/voc-execution-gap-operating-model-laura-downing-tpLaura Downing, VP of Global CX Strategy Consulting at TP, argues that most organizations already have more than enough customer feedback and that the real failure is the absence of an operating model that ties insight to ownership, workflow changes, and measurable business outcomes.Wed, 24 Jun 2026 06:53:14 GMTLeadership https://www.cxcurrent.com/news/alain-mowad-aspect-software-aht-outcomes-contact-centerhttps://www.cxcurrent.com/news/alain-mowad-aspect-software-aht-outcomes-contact-centerAlain 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.Mon, 25 May 2026 19:21:30 GMTAI & CX Technology https://www.cxcurrent.com/news/peer-experience-cs-playbooks-nuwika-reddy-entrusthttps://www.cxcurrent.com/news/peer-experience-cs-playbooks-nuwika-reddy-entrustNuwika Reddy, Customer Success Manager at Entrust, explains why peer experience is becoming the knowledge infrastructure playbooks can no longer provide.Mon, 25 May 2026 19:21:30 GMTLeadership https://www.cxcurrent.com/news/ai-context-jurisdiction-darren-byrne-deelhttps://www.cxcurrent.com/news/ai-context-jurisdiction-darren-byrne-deelDarren Byrne, Manager of Customer Success at Deel, explains why CS teams need AI for context depth, but human judgment for relationship depth.Mon, 25 May 2026 19:21:30 GMTAI & CX Technology https://www.cxcurrent.com/news/fix-ai-foundations-henre-venter-head-of-portfolio-operations-flyphttps://www.cxcurrent.com/news/fix-ai-foundations-henre-venter-head-of-portfolio-operations-flypHenré 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.Mon, 25 May 2026 19:21:30 GMTAI & CX Technology https://www.cxcurrent.com/news/alex-labori-microsoft-agentic-ai-routinghttps://www.cxcurrent.com/news/alex-labori-microsoft-agentic-ai-routingAlexander 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.Mon, 25 May 2026 19:21:30 GMTAI & CX Technology https://www.cxcurrent.com/news/predictive-analytics-transform-cpg-operations-ryder-erman-epsicohttps://www.cxcurrent.com/news/predictive-analytics-transform-cpg-operations-ryder-erman-epsicoStrategy and Operations Leader Ryder Erman advocates for using AI to solve supply chain friction and predict demand before it affects the consumer's journey.Fri, 15 May 2026 15:55:50 GMTAI & CX Technology https://www.cxcurrent.com/news/mukta-dhanuka-meta-ai-friction-engineeringhttps://www.cxcurrent.com/news/mukta-dhanuka-meta-ai-friction-engineeringMukta 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.Thu, 14 May 2026 16:23:36 GMTAI & CX Technology https://www.cxcurrent.com/news/ramesh-kalava-microsoft-customer-success-shelfwarehttps://www.cxcurrent.com/news/ramesh-kalava-microsoft-customer-success-shelfwareRamesh Kalava, Principal Cloud Solution Architect at Microsoft, explains how a structured co-delivery model with partners prevents enterprise software from becoming shelfware by proving value in six to eight weeks and scaling through joint governance.Wed, 06 May 2026 14:21:58 GMTLeadership https://www.cxcurrent.com/news/ashish-kapoor-tribal-knowledge-ai-contexthttps://www.cxcurrent.com/news/ashish-kapoor-tribal-knowledge-ai-contextAshish 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.Mon, 04 May 2026 16:11:26 GMTAI & CX Technology https://www.cxcurrent.com/news/dylan-bates-heypros-human-pattern-recognition-aihttps://www.cxcurrent.com/news/dylan-bates-heypros-human-pattern-recognition-aiDylan Bates, Head of Customer Success at HeyPros, argues that the industry's over-indexing on process and tooling is producing CS professionals who lack the foundational human skills that actually drive long-term customer value.Thu, 30 Apr 2026 16:38:17 GMTLeadership https://www.cxcurrent.com/news/customer-success-business-outcomes-oren-cohen-cognizanthttps://www.cxcurrent.com/news/customer-success-business-outcomes-oren-cohen-cognizantOren 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.Wed, 29 Apr 2026 02:49:50 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-cx-upstream-prevention-ankur-gupta-fedexhttps://www.cxcurrent.com/news/ai-cx-upstream-prevention-ankur-gupta-fedexAnkur Gupta, FedEx Principal Chief of Staff to the CCO, shares how enterprise AI is shifting customer experience from reactive support to predictive operations.Fri, 24 Apr 2026 06:19:28 GMTAI & CX Technology https://www.cxcurrent.com/news/green-dashboard-trap-mark-bernardin-clearpath-cxhttps://www.cxcurrent.com/news/green-dashboard-trap-mark-bernardin-clearpath-cxMark Bernardin, Founder of ClearPath CX, explains why revenue leaders must look beyond usage dashboards to diagnose misalignment that can put accounts at risk.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/lynell-wagenman-customer-success-revenue-enginehttps://www.cxcurrent.com/news/lynell-wagenman-customer-success-revenue-engineLynell Wagenman, a revenue-focused Customer Success leader, explains why companies that invest in data systems and outcome-based design before scaling headcount build the kind of predictable retention that boards and investors want to see.Thu, 23 Apr 2026 14:49:49 GMTLeadership https://www.cxcurrent.com/news/bijay-kumar-mastercard-svp-ai-unstructured-datahttps://www.cxcurrent.com/news/bijay-kumar-mastercard-svp-ai-unstructured-dataBijay 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.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/governance-implementation-drives-delivery-marvin-norfleet-fishttps://www.cxcurrent.com/news/governance-implementation-drives-delivery-marvin-norfleet-fisWithout a defined operating model, teams default into reactive executions that stall progress. Marvin Norfleet of Fiserv shares his framework for smooth implementation across stakeholders.Thu, 23 Apr 2026 14:49:49 GMTLeadership https://www.cxcurrent.com/news/miguel-guillen-visory-health-enterprise-ai-roihttps://www.cxcurrent.com/news/miguel-guillen-visory-health-enterprise-ai-roiMiguel 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.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-closing-patient-care-gaps-patrice-chance-ascensionhttps://www.cxcurrent.com/news/ai-closing-patient-care-gaps-patrice-chance-ascensionPatrice Chance, Manager of Member & Provider Operations at Ascension, explains how healthcare contact centers become clinical allies by linking routine service calls to preventive medicine.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/call-center-ai-roi-integration-craig-howarth-blackadder-consultinghttps://www.cxcurrent.com/news/call-center-ai-roi-integration-craig-howarth-blackadder-consultingBlackadder 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.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-healthcare-staff-routine-tasks-mitch-mann-vytlonehttps://www.cxcurrent.com/news/ai-healthcare-staff-routine-tasks-mitch-mann-vytloneMitch 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.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/inclusive-design-real-world-testing-voice-ai-physical-retail-will-croushornhttps://www.cxcurrent.com/news/inclusive-design-real-world-testing-voice-ai-physical-retail-will-croushornWill Croushorn, a QSR product leader behind 600+ voice AI locations, details how store-floor insights and inclusive design can power the next generation of customer experience.Thu, 23 Apr 2026 14:49:49 GMTLeadership https://www.cxcurrent.com/news/ai-cx-challenges-customer-retention-colin-waters-caraway-homehttps://www.cxcurrent.com/news/ai-cx-challenges-customer-retention-colin-waters-caraway-homeColin 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.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/tabitha-dunn-td-results-cx-transformation-growth-enginehttps://www.cxcurrent.com/news/tabitha-dunn-td-results-cx-transformation-growth-engineCX and transformation executive Tabitha Dunn, CEO and Founder of TD Results, shares her three-part framework for turning customer experience into a meaningful driver of operational change.Thu, 23 Apr 2026 14:49:49 GMTLeadership https://www.cxcurrent.com/news/commercial-support-shift-to-unified-orchestration-layer-ivo-koster-precorhttps://www.cxcurrent.com/news/commercial-support-shift-to-unified-orchestration-layer-ivo-koster-precorDrawing on lessons learned leading CX at Xbox, Precor's Director of Commercial Support Ivo Koster details his vision for the future of enterprise support.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/daniel-bunton-revolutionizes-support-with-aihttps://www.cxcurrent.com/news/daniel-bunton-revolutionizes-support-with-aiDaniel Bunton, Director of Customer Support at Lawhive, is redesigning support roles as automation removes routine tier-one tasks.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/banking-ai-customer-relationships-joseph-boragina-ncinohttps://www.cxcurrent.com/news/banking-ai-customer-relationships-joseph-boragina-ncinoJoseph Boragina, Regional VP at nCino, explains how AI is freeing bankers from administrative work to focus on the relationships that drive growth.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-success-resilience-executive-alignment-playbooks-matt-bekshttps://www.cxcurrent.com/news/customer-success-resilience-executive-alignment-playbooks-matt-beksMatt Beks, a customer success leader with over a decade in SEO and digital marketing, believes that resilient Customer Success teams are built on executive trust, well-defined workload structures, and operational playbooks.Thu, 23 Apr 2026 14:49:49 GMTLeadership https://www.cxcurrent.com/news/samantha-vax-old-navy-customer-experience-growth-strategyhttps://www.cxcurrent.com/news/samantha-vax-old-navy-customer-experience-growth-strategyOld 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.Thu, 23 Apr 2026 14:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-transforms-banking-infrastructure-nate-gruendemann-grasshopperhttps://www.cxcurrent.com/news/ai-transforms-banking-infrastructure-nate-gruendemann-grasshopperNate Gruendemann, Director of Product at Grasshopper Bank, says banks are facing a transformation as automation replaces human tasks and reshapes the customer experience.Mon, 16 Mar 2026 17:23:20 GMTAI & CX Technology https://www.cxcurrent.com/news/cx-transformation-growth-engine-sarmad-fraz-the-credit-proshttps://www.cxcurrent.com/news/cx-transformation-growth-engine-sarmad-fraz-the-credit-prosCustomer 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.Fri, 13 Mar 2026 18:12:43 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-vendor-enterprise-accountability-shipra-united-airlineshttps://www.cxcurrent.com/news/ai-vendor-enterprise-accountability-shipra-united-airlinesShipra, Lead Engineer DevOps at United Airlines, details how enterprises embed oversight into AI platforms to scale autonomy without surrendering accountability.Fri, 13 Mar 2026 18:11:24 GMTAI & CX Technology https://www.cxcurrent.com/news/cresta-andra-harders-human-centric-ai-coachinghttps://www.cxcurrent.com/news/cresta-andra-harders-human-centric-ai-coachingAndra Harders, Customer Success Manager at Cresta, explains how AI-powered visibility into every agent conversation is transforming contact center coaching from guesswork into targeted, outcome-driven leadership.Fri, 13 Mar 2026 18:10:11 GMTLeadership https://www.cxcurrent.com/news/ai-agent-empowerment-michael-windler-nerdwallethttps://www.cxcurrent.com/news/ai-agent-empowerment-michael-windler-nerdwalletVeteran 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.Fri, 13 Mar 2026 18:09:11 GMTAI & CX Technology https://www.cxcurrent.com/news/burgoyne-hughes-ge-healthcare-cx-resolution-over-engagementhttps://www.cxcurrent.com/news/burgoyne-hughes-ge-healthcare-cx-resolution-over-engagementBurgoyne Hughes, Senior Director of Customer Service Centers at GE Healthcare, outlines a CX model built for clinicians who see support as an interruption, not an experience.Fri, 13 Mar 2026 18:08:06 GMTLeadership https://www.cxcurrent.com/news/ai-decision-support-systems-boost-business-outcomes-ryan-muir-crestahttps://www.cxcurrent.com/news/ai-decision-support-systems-boost-business-outcomes-ryan-muir-crestaCresta 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.Fri, 13 Mar 2026 18:06:52 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-voice-speech-components-context-henry-zhang-crestahttps://www.cxcurrent.com/news/ai-voice-speech-components-context-henry-zhang-crestaHenry 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.Fri, 13 Mar 2026 18:05:36 GMTAI & CX Technology https://www.cxcurrent.com/news/intake-process-support-robert-vermeersch-goodlife-fitnesshttps://www.cxcurrent.com/news/intake-process-support-robert-vermeersch-goodlife-fitnessRobert Vermeersch, Manager of Help Desk Support at GoodLife Fitness, shows how fixing intake and routing turns automation from noise into real support at scale.Fri, 13 Mar 2026 18:04:28 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-deflection-agent-burnout-tarah-nelson-rosabellahttps://www.cxcurrent.com/news/ai-deflection-agent-burnout-tarah-nelson-rosabellaTarah 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.Fri, 13 Mar 2026 17:51:03 GMTAI & CX Technology https://www.cxcurrent.com/news/coinbase-tiered-support-agents-specialists-wes-griffithhttps://www.cxcurrent.com/news/coinbase-tiered-support-agents-specialists-wes-griffithWes Griffith, Senior Director of Global Consumer Support Experience at Coinbase, details how automation is changing support roles and elevating specialists to handle the moments that matter most.Fri, 13 Mar 2026 17:51:03 GMTLeadership https://www.cxcurrent.com/news/pranay-kasat-ai-driven-customer-supporthttps://www.cxcurrent.com/news/pranay-kasat-ai-driven-customer-supportPranay Kasat, CX Leader at Intuit Credit Karma, shares how AI helps unify omnichannel support by carrying context across touchpoints.Fri, 13 Mar 2026 17:51:03 GMTAI & CX Technology https://www.cxcurrent.com/news/cx-outcome-ownership-gap-jeff-lawrence-questionprohttps://www.cxcurrent.com/news/cx-outcome-ownership-gap-jeff-lawrence-questionproJeff Lawrence, Country Manager for QuestionPro, explains how to close the outcome ownership gap that prevents companies from turning customer data into business outcomes.Fri, 13 Mar 2026 17:51:03 GMTAI & CX Technology https://www.cxcurrent.com/news/preventing-burnout-customer-success-darren-ellicott-deelhttps://www.cxcurrent.com/news/preventing-burnout-customer-success-darren-ellicott-deelAt Deel, Senior Manager of Customer Success Darren Ellicott shares why resilient CS teams emerge from smarter process design and internal empathy.Fri, 13 Mar 2026 17:51:03 GMTLeadership https://www.cxcurrent.com/news/ai-feedback-cx-velocity-nicholas-babb-mckessonhttps://www.cxcurrent.com/news/ai-feedback-cx-velocity-nicholas-babb-mckessonNicholas 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.Thu, 05 Mar 2026 18:07:17 GMTAI & CX Technology https://www.cxcurrent.com/news/cs-teams-customer-success-mariam-muzaffar-descartes-mausshttps://www.cxcurrent.com/news/cs-teams-customer-success-mariam-muzaffar-descartes-maussMariam Muzaffar of Descartes & Mauss explains how Customer Success teams use focus, strategy, and tough conversations to drive client outcomes and growth.Thu, 05 Mar 2026 18:07:17 GMTLeadership https://www.cxcurrent.com/news/ai-fintech-consumer-trust-chris-hall-lendingtreehttps://www.cxcurrent.com/news/ai-fintech-consumer-trust-chris-hall-lendingtreeIn 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.Thu, 05 Mar 2026 18:07:17 GMTAI & CX Technology https://www.cxcurrent.com/news/proactive-customer-success-barracuda-mital-patelhttps://www.cxcurrent.com/news/proactive-customer-success-barracuda-mital-patelMital Patel of Barracuda shows how hands-on leadership and actionable empathy turn customer success into trusted, strategic partnerships.Thu, 05 Mar 2026 18:07:17 GMTLeadership https://www.cxcurrent.com/news/customer-success-human-judgment-ai-alexandra-bannonhttps://www.cxcurrent.com/news/customer-success-human-judgment-ai-alexandra-bannonAlexandra Bannon of TeamViewer shares how thoughtful listening and human judgment in customer success turn tense interactions into trust-building opportunities while leveraging AI to work smarter.Thu, 05 Mar 2026 18:07:17 GMTLeadership https://www.cxcurrent.com/news/customer-success-revenue-risk-pratyay-bhattacharjee-eka-carehttps://www.cxcurrent.com/news/customer-success-revenue-risk-pratyay-bhattacharjee-eka-carePratyay Bhattacharjee, a Customer Success Manager at eka.care, shares how predictive data and human insight help his team thoughtfully intervene with customers to prevent churn.Thu, 05 Mar 2026 18:07:17 GMTLeadership https://www.cxcurrent.com/news/customer-churn-data-wiza-vinova-denizhttps://www.cxcurrent.com/news/customer-churn-data-wiza-vinova-denizVinova 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.Thu, 05 Mar 2026 18:07:17 GMTAI & CX Technology https://www.cxcurrent.com/news/trust-in-ai-drives-agent-performance-eleanore-an-crestahttps://www.cxcurrent.com/news/trust-in-ai-drives-agent-performance-eleanore-an-crestaEleanore 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.Thu, 05 Mar 2026 18:07:17 GMTAI & CX Technology https://www.cxcurrent.com/news/wells-fargo-hires-aws-exec-lead-ai-productshttps://www.cxcurrent.com/news/wells-fargo-hires-aws-exec-lead-ai-productsWells Fargo appoints former Amazon Web Services executive Faraz Shafiq as its new Head of AI Products and Solutions to accelerate its AI strategy.Thu, 05 Mar 2026 18:07:17 GMTIndustry News https://www.cxcurrent.com/news/american-airlines-focuses-premium-customers-profit-strategyhttps://www.cxcurrent.com/news/american-airlines-focuses-premium-customers-profit-strategyAmerican Airlines is shifting its strategy to focus on premium flyers after a mixed earnings report revealed declining quarterly profits despite record annual revenue.Thu, 05 Mar 2026 18:07:17 GMTIndustry News https://www.cxcurrent.com/news/southwest-airlines-ends-open-seating-policyhttps://www.cxcurrent.com/news/southwest-airlines-ends-open-seating-policySouthwest Airlines ends its 55-year-old open seating policy, replacing it with an assigned-seating system to generate new revenue.Thu, 05 Mar 2026 18:07:17 GMTIndustry News https://www.cxcurrent.com/news/brandon-teegen-cresta-ai-concentrates-risk-in-customer-servicehttps://www.cxcurrent.com/news/brandon-teegen-cresta-ai-concentrates-risk-in-customer-serviceBrandon 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.Thu, 05 Mar 2026 18:07:17 GMTAI & CX Technology https://www.cxcurrent.com/news/security-maturity-cx-resilience-michael-wichmann-wintrusthttps://www.cxcurrent.com/news/security-maturity-cx-resilience-michael-wichmann-wintrustWintrust Financial Senior VP Michael Wichmann shares how security maturity guides smarter tradeoffs, keeping customer experiences stable as fraud and AI-driven threats accelerate.Thu, 05 Mar 2026 18:07:17 GMTLeadership https://www.cxcurrent.com/news/ai-exposes-cx-process-failures-aurelia-pollet-carpartshttps://www.cxcurrent.com/news/ai-exposes-cx-process-failures-aurelia-pollet-carpartsAurelia 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.Tue, 20 Jan 2026 15:52:07 GMTAI & CX Technology https://www.cxcurrent.com/news/samsung-harte-hanks-greenville-support-hubhttps://www.cxcurrent.com/news/samsung-harte-hanks-greenville-support-hubSamsung partners with Harte Hanks to open a customer support hub in South Carolina, creating over 150 jobs dedicated to handling complex customer issues.Wed, 14 Jan 2026 00:56:05 GMTAI & CX Technology https://www.cxcurrent.com/news/cresta-wave-conference-leadership-ai-adoption-katherine-stone-the-cx-foundationhttps://www.cxcurrent.com/news/cresta-wave-conference-leadership-ai-adoption-katherine-stone-the-cx-foundationKatherine Stone, a CX Analyst at The CX Foundation, explains why AI adoption stalls and how leaders can master the human side of transformation.Wed, 14 Jan 2026 00:56:05 GMTAI & CX Technology https://www.cxcurrent.com/news/sabharatnam-narayanan-titan-cx-co-creationhttps://www.cxcurrent.com/news/sabharatnam-narayanan-titan-cx-co-creationTitan's Sabharatnam Narayanan shares his CX strategy: shift from service to co-creation, fostering emotional connection & customer narratives for loyalty.Tue, 06 Jan 2026 22:04:44 GMTLeadership https://www.cxcurrent.com/news/emeline-natacha-simeze-mt-bank-business-transformationhttps://www.cxcurrent.com/news/emeline-natacha-simeze-mt-bank-business-transformationTransformation is a human challenge, not a tech one. An M&T Bank SVP shares her framework for success, starting by redefining the very concept of 'customer.'Sat, 13 Dec 2025 02:18:19 GMTLeadership https://www.cxcurrent.com/news/culture-listening-legacy-ai-cx-kasyap-vissapragada-walmarthttps://www.cxcurrent.com/news/culture-listening-legacy-ai-cx-kasyap-vissapragada-walmartKasyap Vissapragada, Director of E-commerce AI Experiences at Walmart, explains how the company’s long-standing culture of listening now shapes its modern AI strategy.Fri, 12 Dec 2025 17:27:06 GMTLeadership https://www.cxcurrent.com/news/valerie-choniuk-customer-experience-vs-servicehttps://www.cxcurrent.com/news/valerie-choniuk-customer-experience-vs-serviceHealthcare CX leader shows how intentional design, evidence-backed strategy, and human-centric tech build powerful CX that can reduce need for reactive service and support value-based care outcomes.Thu, 04 Dec 2025 21:37:57 GMTLeadership https://www.cxcurrent.com/news/ai-customer-experience-james-jackson-apexx-globalhttps://www.cxcurrent.com/news/ai-customer-experience-james-jackson-apexx-globalAPEXX Global's CX SVP James Jackson reveals how empowering teams with AI drives best-in-class enterprise customer experiences and strengthens human connections.Thu, 04 Dec 2025 19:39:17 GMTAI & CX Technology https://www.cxcurrent.com/news/amazon-1-5b-refund-prime-members-dark-patternshttps://www.cxcurrent.com/news/amazon-1-5b-refund-prime-members-dark-patternsAmazon agrees to a $2.5 billion settlement with the FTC over allegations it used deceptive 'dark patterns' to trap users in Prime subscriptions.Tue, 02 Dec 2025 23:32:36 GMTIndustry News https://www.cxcurrent.com/news/capital-one-joins-fednow-leaving-bofa-last-holdouthttps://www.cxcurrent.com/news/capital-one-joins-fednow-leaving-bofa-last-holdoutCapital One joins the Federal Reserve's FedNow network, leaving Bank of America as the last major U.S. bank not participating in the real-time payments system.Tue, 02 Dec 2025 23:32:36 GMTIndustry News https://www.cxcurrent.com/news/erik-vogel-vistaxm-cx-revenue-growth-strategyhttps://www.cxcurrent.com/news/erik-vogel-vistaxm-cx-revenue-growth-strategyErik Vogel (VistaXM) explains why confusing CX with support costs revenue. Learn his playbook for turning insights into action and leveraging AI.Tue, 02 Dec 2025 23:32:36 GMTLeadership https://www.cxcurrent.com/news/james-elsner-tapcheck-ai-empathy-customer-supporthttps://www.cxcurrent.com/news/james-elsner-tapcheck-ai-empathy-customer-supportJames 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.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/gabriel-lozano-athena-home-loans-ai-failures-growthhttps://www.cxcurrent.com/news/gabriel-lozano-athena-home-loans-ai-failures-growthGabriel Lozano, CRM Lead at Athena Home Loans, explains how AI project failures can be powerful diagnostics for core business problems, leading to real innovation.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/cx-definition-drives-enterprise-results-aurelia-pollet-carpartshttps://www.cxcurrent.com/news/cx-definition-drives-enterprise-results-aurelia-pollet-carpartsAurelia Pollet, VP of Customer Experience at CarParts.com, outlines how clearly defining CX strengthens accountability, aligns teams, and drives measurable business impact.Tue, 02 Dec 2025 23:32:36 GMTLeadership https://www.cxcurrent.com/news/five9-niki-hall-ai-ops-cx-frameworkhttps://www.cxcurrent.com/news/five9-niki-hall-ai-ops-cx-frameworkLearn how Five9 CMO Niki Hall's AIOps framework enables trusted agentic AI to get things done, addressing critical data privacy concerns for CX.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/patient-experience-framework-sven-gierlinger-northwell-healthhttps://www.cxcurrent.com/news/patient-experience-framework-sven-gierlinger-northwell-healthSven Gierlinger, Chief Experience Officer at Northwell Health, outlines how unifying human, digital, and physical touchpoints can reduce friction in care.Tue, 02 Dec 2025 23:32:36 GMTLeadership https://www.cxcurrent.com/news/customer-success-missteps-as-insights-vasif-abilov-amazonhttps://www.cxcurrent.com/news/customer-success-missteps-as-insights-vasif-abilov-amazonVasif Abilov, Sales Operations Program Manager at Amazon, explains how urgency, honesty, and human diagnosis build stronger customer trust.Tue, 02 Dec 2025 23:32:36 GMTLeadership https://www.cxcurrent.com/news/banking-personalization-value-exchange-qippay-saj-nairhttps://www.cxcurrent.com/news/banking-personalization-value-exchange-qippay-saj-nairSaj Nair, Chief Customer Officer at Qippay, outlines how open banking delivers real rewards for data sharing and expands financial access.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-live-csm-support-taylor-conyers-hootsuitehttps://www.cxcurrent.com/news/ai-live-csm-support-taylor-conyers-hootsuiteTaylor Conyers, Senior Customer Success Manager at Hootsuite, explains how real-time AI is reshaping customer success with human insight at its core.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-cx-foundation-before-automation-james-casperhttps://www.cxcurrent.com/news/ai-cx-foundation-before-automation-james-casperJames Casper, a digital transformation and CX executive, explains why companies must fix their customer experience before turning to AI.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/new-metrics-ai-adoption-kpis-brittany-benjamin-bell-crestahttps://www.cxcurrent.com/news/new-metrics-ai-adoption-kpis-brittany-benjamin-bell-crestaBrittany 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.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-closes-agent-performance-gap-rachel-bloch-crestahttps://www.cxcurrent.com/news/ai-closes-agent-performance-gap-rachel-bloch-crestaRachel Bloch, a Conversational AI Designer at Cresta, explains how pairing human expertise with AI-driven analysis can elevate agent capabilities for better customer experiences.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/marriott-international-redefines-luxury-hotels-rodriguez-batista-rivadeneirahttps://www.cxcurrent.com/news/marriott-international-redefines-luxury-hotels-rodriguez-batista-rivadeneiraAt Marriott International's Caribbean and Latin America luxury hotels, leaders combine invisible tech and sustainable design to create more authentic human connections and experiences.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/paypal-bets-on-ai-amid-user-engagement-slowdownhttps://www.cxcurrent.com/news/paypal-bets-on-ai-amid-user-engagement-slowdownPayPal reports strong Q3 profits with revenue up 7%, but faces a 5% decline in total payment transactions, indicating slowing user engagement.Tue, 02 Dec 2025 23:32:36 GMTIndustry News https://www.cxcurrent.com/news/customer-success-revenue-growth-toolset-harry-dhebar-success-deliveredhttps://www.cxcurrent.com/news/customer-success-revenue-growth-toolset-harry-dhebar-success-deliveredHarry Dhebar, Strategic Customer Success leader at Affinity, explains why customer success needs smarter, growth-focused tools to drive revenue and real outcomes.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/banks-catching-fraudsters-boosts-customer-loyaltyhttps://www.cxcurrent.com/news/banks-catching-fraudsters-boosts-customer-loyaltyA new study finds that when banks catch a fraudster, the victim becomes 62% less likely to leave than customers who never experienced fraud.Tue, 02 Dec 2025 23:32:36 GMTIndustry News https://www.cxcurrent.com/news/ai-shopping-assistant-trust-gaphttps://www.cxcurrent.com/news/ai-shopping-assistant-trust-gapA 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.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/engineering-first-security-robert-kugler-crestahttps://www.cxcurrent.com/news/engineering-first-security-robert-kugler-crestaRobert Kugler, Cresta's Head of Security, explains how an engineering-first approach turns security into a competitive advantage, building trust and accelerating business.Tue, 02 Dec 2025 23:32:36 GMTLeadership https://www.cxcurrent.com/news/enterprise-ai-internal-expertise-mark-meghezzi-crestahttps://www.cxcurrent.com/news/enterprise-ai-internal-expertise-mark-meghezzi-crestaMark 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.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-cognitive-tax-cx-ankur-gupta-fedexhttps://www.cxcurrent.com/news/ai-cognitive-tax-cx-ankur-gupta-fedexFedEx's Ankur Gupta explains how CX leaders leverage AI to reduce context switching, gain customer insights, and craft a unified, impactful narrative.Tue, 02 Dec 2025 23:32:36 GMTLeadership https://www.cxcurrent.com/news/weavers-connect-ai-customer-insight-montserrat-padierna-walmart-canadahttps://www.cxcurrent.com/news/weavers-connect-ai-customer-insight-montserrat-padierna-walmart-canadaMontserrat Padierna, Customer Intelligence and Experience Lead at Walmart Canada, explains how "weavers" connect AI analysis with human context in CX.Tue, 02 Dec 2025 23:32:36 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-support-coinbase-public-trust-wes-griffithhttps://www.cxcurrent.com/news/customer-support-coinbase-public-trust-wes-griffithWes Griffith, Senior CX Director at Coinbase, explains why Coinbase is publicly overhauling its customer support with radical transparency to rebuild user trust.Wed, 19 Nov 2025 05:39:09 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-loyalty-perception-gap-george-korizis-pwchttps://www.cxcurrent.com/news/customer-loyalty-perception-gap-george-korizis-pwcPwC Partner George Korizis discusses the 50-point perception gap on customer loyalty that shows leaders are mistaking investment activity for genuine customer outcomes.Mon, 03 Nov 2025 20:42:27 GMTIndustry News https://www.cxcurrent.com/news/warranty-customer-retention-loyalty-colin-waters-caraway-homehttps://www.cxcurrent.com/news/warranty-customer-retention-loyalty-colin-waters-caraway-homeColin Waters, CX Manager for Warranty & Support at Caraway Home, reframes warranty claims as powerful drivers of customer loyalty and trust.Wed, 29 Oct 2025 17:19:20 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-centric-journey-mapping-nissan-jivesh-junejahttps://www.cxcurrent.com/news/customer-centric-journey-mapping-nissan-jivesh-junejaNissan's Head of Data Product, Jivesh Juneja, on simplifying the company's complex CX framework to a three-stage 'try, buy, use' model to align its marketing, sales, and service teams.Tue, 28 Oct 2025 17:10:42 GMTIndustry News https://www.cxcurrent.com/news/ai-customer-experience-strategy-ivo-koster-microsofthttps://www.cxcurrent.com/news/ai-customer-experience-strategy-ivo-koster-microsoftIvo Koster, the former Microsoft leader behind Xbox Support's transformation, explains why enabling human agents to build brand loyalty is the real opportunity for AI in CX.Mon, 27 Oct 2025 14:30:17 GMTLeadership https://www.cxcurrent.com/news/mission-driven-culture-cx-impact-bradly-sax-centinelhttps://www.cxcurrent.com/news/mission-driven-culture-cx-impact-bradly-sax-centinelBradly Sax, VP of Customer Strategy & Experience at Centinel Public Partnerships, shares how a purpose-driven culture strengthens customer experience and turns belief into measurable business results.Fri, 24 Oct 2025 16:59:55 GMTLeadership https://www.cxcurrent.com/news/human-touch-key-to-customer-loyalty-despite-aihttps://www.cxcurrent.com/news/human-touch-key-to-customer-loyalty-despite-aiA new Ricoh survey reveals over 80% of consumers remain loyal to companies that prioritize human interaction, viewing it as a key competitive advantage.Thu, 23 Oct 2025 21:40:06 GMTIndustry News https://www.cxcurrent.com/news/hospitality-industry-faces-massive-labor-shortagehttps://www.cxcurrent.com/news/hospitality-industry-faces-massive-labor-shortageA new report from the World Travel & Tourism Council warns the global travel and tourism industry faces a 43 million-person labor shortage by 2035.Thu, 23 Oct 2025 21:40:06 GMTIndustry News https://www.cxcurrent.com/news/citi-mandates-ai-prompt-training-180k-employeeshttps://www.cxcurrent.com/news/citi-mandates-ai-prompt-training-180k-employeesCitigroup mandates AI prompt-writing training for 180,000 employees to enhance their use of internal generative AI tools.Thu, 23 Oct 2025 21:40:06 GMTIndustry News https://www.cxcurrent.com/news/first-citizens-acquires-138-bmo-brancheshttps://www.cxcurrent.com/news/first-citizens-acquires-138-bmo-branchesFirst Citizens Bank acquires 138 branches from BMO, a deal that includes approximately $5.7 billion in deposits and $1.1 billion in loans.Thu, 23 Oct 2025 21:40:06 GMTIndustry News https://www.cxcurrent.com/news/designing-ux-ai-agents-walmart-david-maloufhttps://www.cxcurrent.com/news/designing-ux-ai-agents-walmart-david-maloufDavid Malouf, Director of UX Design for AI at Walmart, explains why user experience design is making a generational leap from creating static interfaces to intelligent personalities.Thu, 23 Oct 2025 21:40:06 GMTLeadership https://www.cxcurrent.com/news/bank-of-america-launches-askgps-ai-toolhttps://www.cxcurrent.com/news/bank-of-america-launches-askgps-ai-toolBank of America deploys a new generative AI assistant, AskGPS, for its corporate payments division to provide instant answers to client questions.Wed, 15 Oct 2025 20:38:28 GMTIndustry News https://www.cxcurrent.com/news/khushboo-mishra-hsbc-five-year-roadmap-safe-ai-adoptionhttps://www.cxcurrent.com/news/khushboo-mishra-hsbc-five-year-roadmap-safe-ai-adoptionHow can banks safely adopt agentic AI? Khushboo Mishra, Assistant Vice President at HSBC, lays out a multi-year roadmap for navigating regulatory hurdles and transforming the finance workforce.Wed, 15 Oct 2025 20:38:28 GMTIndustry News https://www.cxcurrent.com/news/ai-resilience-growth-engine-adam-luebbershttps://www.cxcurrent.com/news/ai-resilience-growth-engine-adam-luebbersAdam Luebbers, an AI transformation, operations, and CX executive, explains why AI often struggles to improve the customer experience.Wed, 15 Oct 2025 20:38:28 GMTAI & CX Technology https://www.cxcurrent.com/news/why-enterprise-ai-fails-cassie-kozyrkov-googlehttps://www.cxcurrent.com/news/why-enterprise-ai-fails-cassie-kozyrkov-googleFormer Google Chief Decision Scientist Cassie Kozyrkov explains why leaders focus on the wrong metrics and how to build AI experiences that earn customer trust.Wed, 15 Oct 2025 20:38:28 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-customer-service-employees-joseph-boragina-ncino-bankhttps://www.cxcurrent.com/news/ai-customer-service-employees-joseph-boragina-ncino-bankJoseph Boragina, Regional VP at nCino, explains why the most effective AI strategies in banking improve the customer experience by finding the employee experience first.Wed, 15 Oct 2025 20:38:28 GMTAI & CX Technology https://www.cxcurrent.com/news/community-strategy-trust-jae-washington-headspacehttps://www.cxcurrent.com/news/community-strategy-trust-jae-washington-headspaceJae Washington, Head of Community at Headspace, explains why so many brands today treat community as a marketing buzzword instead of a strategic tool to build trust, drive customer retention, and create a lasting competitive advantage.Wed, 15 Oct 2025 20:38:28 GMTLeadership https://www.cxcurrent.com/news/ai-customer-experience-human-connection-barry-cooper-moneycorphttps://www.cxcurrent.com/news/ai-customer-experience-human-connection-barry-cooper-moneycorpBarry Cooper, Group Head of Customer Experience at Moneycorp, explains how his people-first AI strategy creates better coaches, happier teams, and a healthier bottom line.Wed, 15 Oct 2025 20:38:28 GMTLeadership https://www.cxcurrent.com/news/scaling-customer-experience-grundfos-cecilie-kalhoj-kobbelgaardhttps://www.cxcurrent.com/news/scaling-customer-experience-grundfos-cecilie-kalhoj-kobbelgaardCecilie Kalhøj Kobbelgaard, Global Customer Journey Manager at GRUNDFOS, discusses how she solved internal fragmentation with a "cookbook"—a shared framework for scaling customer experience. Learn her playbook for creating a unified CX operating system.Wed, 15 Oct 2025 20:38:28 GMTLeadership https://www.cxcurrent.com/news/lost-art-of-transformation-ai-in-call-centers-james-russell-crestahttps://www.cxcurrent.com/news/lost-art-of-transformation-ai-in-call-centers-james-russell-crestaJames Russell, Head of Customer Transformation at Cresta, reveals how to revive the "lost art" of human-centric change management.Wed, 15 Oct 2025 18:29:00 GMTLeadership https://www.cxcurrent.com/news/solving-for-z-healthcare-ai-brindha-sridhar-metroplushealthhttps://www.cxcurrent.com/news/solving-for-z-healthcare-ai-brindha-sridhar-metroplushealthBrindha Sridhar, VP of Customer Experience Strategy at MetroPlusHealth, explains why the future of healthcare AI is about empathy, not efficiency.Wed, 08 Oct 2025 15:20:21 GMTAI & CX Technology https://www.cxcurrent.com/news/salesforce-servicenow-genesys-customer-experience-alex-richards-quantum-metricshttps://www.cxcurrent.com/news/salesforce-servicenow-genesys-customer-experience-alex-richards-quantum-metricsAlex Richards, Regional VP of Partnerships at Quantum Metric, on the $1.5B Genesys investment and what it means for AI in CX.Mon, 06 Oct 2025 18:27:37 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-centralized-data-rahul-iyer-scotiabankhttps://www.cxcurrent.com/news/ai-centralized-data-rahul-iyer-scotiabankRahul Iyer, digital analytics leader at Scotiabank, on the "executive blind spots" obscuring the human effort behind AI.Fri, 03 Oct 2025 14:55:56 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-banking-gatekeeper-enabler-nate-gruendemann-grasshopperhttps://www.cxcurrent.com/news/ai-banking-gatekeeper-enabler-nate-gruendemann-grasshopperNate Gruendemann, Product Manager at Grasshopper Bank, discusses how the bank's role is shifting from a data gatekeeper to a secure enabler in the AI era.Wed, 01 Oct 2025 23:47:23 GMTLatest https://www.cxcurrent.com/news/pfm-promise-ai-banking-peter-chapman-grasshopperhttps://www.cxcurrent.com/news/pfm-promise-ai-banking-peter-chapman-grasshopperPeter Chapman, CTO of Grasshopper Bank, on "client's data" and cautious, customer-led strategy for safely rolling out new LLM-powered financial tools for businesses.Wed, 01 Oct 2025 23:43:06 GMTIndustry News https://www.cxcurrent.com/news/ai-banking-cx-gabriel-ryan-dbs-bankhttps://www.cxcurrent.com/news/ai-banking-cx-gabriel-ryan-dbs-bankGabriel Ryan, VP in the Risk Management Group at DBS Bank, explains how banks are cautiously implementing AI.Wed, 01 Oct 2025 13:22:07 GMTAI & CX Technology https://www.cxcurrent.com/news/ditch-ai-pilots-healthcare-playbook-siddharth-raohttps://www.cxcurrent.com/news/ditch-ai-pilots-healthcare-playbook-siddharth-raoGlobal healthcare CIO Siddharth Rao, formerly of AstraZeneca, shares alternative strategies for AI beyond pilots.Tue, 30 Sep 2025 13:49:49 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-success-firefighter-to-partner-shi-yunn-chua-wellhubhttps://www.cxcurrent.com/news/customer-success-firefighter-to-partner-shi-yunn-chua-wellhubAI is transforming customer success from a reactive service to a strategic partner role, according to Wellhub's Director of Customer Success Shi Yunn Chua.Mon, 29 Sep 2025 17:19:37 GMTLeadership https://www.cxcurrent.com/news/cx-ai-disaster-plan-eric-edwards-vizienthttps://www.cxcurrent.com/news/cx-ai-disaster-plan-eric-edwards-vizientEric 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.Mon, 29 Sep 2025 04:35:29 GMTAI & CX Technology https://www.cxcurrent.com/news/ai-cx-revenue-intelligence-shashi-bellamkonda-info-techhttps://www.cxcurrent.com/news/ai-cx-revenue-intelligence-shashi-bellamkonda-info-techShashi Bellamkonda, Principal Research Director at Info-Tech Research Group, explains how to pitch AI's business value, overcome data silos, and drive growth.Mon, 29 Sep 2025 04:35:29 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-engagement-metrics-james-mcdonald-golfzonhttps://www.cxcurrent.com/news/customer-engagement-metrics-james-mcdonald-golfzonJames McDonald, CCO at GOLFZON America: How customer service leaders are finding that impressive speed metrics can mask the underlying health of the customer relationship.Mon, 29 Sep 2025 04:35:29 GMTLeadership https://www.cxcurrent.com/news/ai-interoperability-ross-helenius-mimecasthttps://www.cxcurrent.com/news/ai-interoperability-ross-helenius-mimecastRoss Helenius of Mimecast emphasizes the importance of AI agents collaborating across digital ecosystems for real value.Mon, 29 Sep 2025 04:35:29 GMTAI & CX Technology https://www.cxcurrent.com/news/customer-service-for-strategic-insights-cost-centerhttps://www.cxcurrent.com/news/customer-service-for-strategic-insights-cost-centerMichelle Norcross, a CS executive at Fifth Third Bank and ex-Avon and Luxottica, discusses the importance of engaging with customers to reinforce brand trust.Mon, 22 Sep 2025 05:41:01 GMTLeadership https://www.cxcurrent.com/news/siddartha-chatterjee-caio-club-med-rejects-super-agentshttps://www.cxcurrent.com/news/siddartha-chatterjee-caio-club-med-rejects-super-agentsSiddhartha Chatterjee, Club Med's Global Chief Data & AI Officer, warns against the "super agent" concept, advocating for a disciplined multi-agent pipeline.Thu, 18 Sep 2025 06:35:09 GMTAI & CX Technology https://www.cxcurrent.com/news/macys-stock-surges-on-customer-experience-strategyhttps://www.cxcurrent.com/news/macys-stock-surges-on-customer-experience-strategyMacy's stock surged over 20% after second-quarter earnings exceeded Wall Street estimates, driven by improved in-store customer experiences.Mon, 15 Sep 2025 06:28:15 GMTIndustry News https://www.cxcurrent.com/news/ai-supercharging-customer-success-managers-daphne-costa-lopes-hubspothttps://www.cxcurrent.com/news/ai-supercharging-customer-success-managers-daphne-costa-lopes-hubspotDaphne Costa Lopes of HubSpot discusses AI's emerging role as a "co-pilot" for CSMs, unlocking ROI through efficiency and effectiveness.Mon, 08 Sep 2025 06:00:13 GMTLeadership https://www.cxcurrent.com/news/agentic-ai-transforming-customer-service-strategies-raj-kadiyala-ibmhttps://www.cxcurrent.com/news/agentic-ai-transforming-customer-service-strategies-raj-kadiyala-ibmRaj Kadiyala of IBM highlights data quality as a critical factor in successful AI customer service implementations.Mon, 08 Sep 2025 06:00:13 GMTLeadership https://www.cxcurrent.com/news/retail-trust-deficit-ai-personalization-rebecca-becker-forstahttps://www.cxcurrent.com/news/retail-trust-deficit-ai-personalization-rebecca-becker-forstaPress Ganey Forsta's Rebecca J. Becker discusses using data to replicate the personalized service of small shops.Mon, 08 Sep 2025 06:00:13 GMTLeadership https://www.cxcurrent.com/news/ai-transforming-customer-experience-kate-guenther-aritziahttps://www.cxcurrent.com/news/ai-transforming-customer-experience-kate-guenther-aritziaKate Guenther, Aritzia's VP of Customer Experience, discusses AI's role in maintaining human connection while improving service quality.Mon, 08 Sep 2025 06:00:13 GMTLeadership https://www.cxcurrent.com/news/healthcare-tech-problem-first-deepali-joshi-omada-healthhttps://www.cxcurrent.com/news/healthcare-tech-problem-first-deepali-joshi-omada-healthDeepali Joshi of Omada Health discusses the power of problem-first approaches to AI in healthcare, prioritizing strategic objectives over trends.Mon, 08 Sep 2025 06:00:13 GMTLeadership https://www.cxcurrent.com/news/citi-launches-ai-tools-wealth-management-overhaulhttps://www.cxcurrent.com/news/citi-launches-ai-tools-wealth-management-overhaulCitigroup launches AI tools "AskWealth" and "Advisor Insights" to modernize its wealth management services.Mon, 08 Sep 2025 05:59:08 GMTAI & CX Technology https://www.cxcurrent.com/news/visa-launches-ai-commerce-toolshttps://www.cxcurrent.com/news/visa-launches-ai-commerce-toolsVisa introduces new developer tools for its Intelligent Commerce platform, enabling AI agents to securely make purchases on behalf of consumers.Mon, 08 Sep 2025 05:27:21 GMTAI & CX Technology https://www.cxcurrent.com/news/wise-explores-uk-banking-licensehttps://www.cxcurrent.com/news/wise-explores-uk-banking-licenseWise is exploring becoming a fully-regulated UK bank to expand into lending and traditional banking services.Mon, 08 Sep 2025 05:27:21 GMTIndustry News https://www.cxcurrent.com/news/jetblue-partners-amazon-kuiper-upgrade-inflight-wifihttps://www.cxcurrent.com/news/jetblue-partners-amazon-kuiper-upgrade-inflight-wifiJetBlue partners with Amazon's Project Kuiper to upgrade inflight Wi-Fi, becoming the first airline to adopt the satellite service.Mon, 08 Sep 2025 05:27:21 GMTIndustry News https://www.cxcurrent.com/news/open-banking-uk-15-million-users-growthhttps://www.cxcurrent.com/news/open-banking-uk-15-million-users-growthOpen banking in the UK reaches over 15 million users, marking a significant milestone in its mainstream adoption.Mon, 08 Sep 2025 05:27:21 GMTIndustry News https://www.cxcurrent.com/news/bad-data-failing-small-business-loanshttps://www.cxcurrent.com/news/bad-data-failing-small-business-loansBanks are rejecting micro-business loan applications at five times the rate of large enterprises due to poor data quality.Mon, 08 Sep 2025 05:27:21 GMTIndustry News https://www.cxcurrent.com/news/walmart-openai-ai-certification-us-workforcehttps://www.cxcurrent.com/news/walmart-openai-ai-certification-us-workforceWalmart partners with OpenAI to offer free AI training and certification to its U.S. workforce, launching in 2026.Mon, 08 Sep 2025 05:27:21 GMTAI & CX Technology https://www.cxcurrent.com/news/us-digital-wallet-adoption-trust-issues-checkoutcom-reporthttps://www.cxcurrent.com/news/us-digital-wallet-adoption-trust-issues-checkoutcom-reportA new report from checkout.com and YouGov said U.S. consumers show significant skepticism towards digital payments.Mon, 08 Sep 2025 05:27:21 GMTIndustry News https://www.cxcurrent.com/news/taco-bell-pauses-ai-drive-thru-after-glitcheshttps://www.cxcurrent.com/news/taco-bell-pauses-ai-drive-thru-after-glitchesTaco Bell pauses its AI drive-thru rollout after viral glitches and customer backlash highlight challenges in automation.Mon, 08 Sep 2025 05:27:21 GMTAI & CX Technology https://www.cxcurrent.com/news/monday-com-report-retailers-embrace-ai-but-struggle-with-trusthttps://www.cxcurrent.com/news/monday-com-report-retailers-embrace-ai-but-struggle-with-trustA new monday.com report revealed that while 96% of retail leaders are adopting AI, most lack trust in the technology for key decisions.Mon, 08 Sep 2025 05:27:21 GMTAI & CX Technology https://www.cxcurrent.com/news/openai-launches-gpt-realtime-voice-agenthttps://www.cxcurrent.com/news/openai-launches-gpt-realtime-voice-agentOpenAI released its most advanced speech-to-speech model, gpt-realtime, making its Realtime API generally available for developers.Mon, 08 Sep 2025 05:27:21 GMTIndustry News