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Dive into exclusive insights and thought leadership on CX.

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article

Observability crisis? Most orgs can’t trace AI in their CX

A CX observability crisis? 57% of leaders can’t trace AI in their customer journeys

More than half of CX leaders lack visibility into AI across customer journeys. Discover how CX tech stack observability helps teams detect drift and prove AI RO

Read now
Close up of hands punching numbers into a calculator. Print outs of charts and numbers are on the table under the calculator.
article

Navigating the real total cost of AI in CX

Tokens, compute + seat licenses: Navigating the real total cost of AI in CX

65% of CX teams have seen operating costs rise after adopting AI. Here is how to demystify AI pricing models, control consumption, and make smarter investments.

Read now
Two women, one man at conference room table
article

Executive briefing: The great CX reset

Executive briefing: The great CX reset

AI investment is rising, but CX ROI is lagging. See the research behind the gap and how leaders can reset for measurable returns.

Read now
Woman with long hair talking on cell phone looking at computer
article

The EU AI Act is coming for CX

The EU AI Act is coming for CX. Are you ready?

Prepare for the EU AI Act’s impact on CX with practical steps to identify AI risk, improve transparency, and strengthen governance.

Read now
article
Observability crisis? Most orgs can’t trace AI in their CX
A CX observability crisis? 57% of leaders can’t trace AI in their customer journeys
article
Navigating the real total cost of AI in CX
Tokens, compute + seat licenses: Navigating the real total cost of AI in CX
article
Executive briefing: The great CX reset
Executive briefing: The great CX reset
article
The EU AI Act is coming for CX
The EU AI Act is coming for CX. Are you ready?

All articles

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Smiling man sitting on a sofa using a laptop with digital omnichannel icons floating around.
article

Creating & realizing value with digital transformation

Creating and realizing value with digital experience transformation

Contact center technology
CX strategy & design
No items found.
Woman holding a shopping basket with groceries and checking a shopping list in a supermarket aisle.
article

The importance of personalization in the retail CX

The importance of personalization in the modern retail customer experience

Retail
Artificial intelligence
CX strategy & design
Data and analytics
No items found.
Young woman in a plaid shirt looking at a tablet inside a clothing store with racks and shelves in the background.
article

These boots were made for a new customer engagement platform

These boots were made for a new customer engagement platform

Retail
Contact center technology
CRM
CX strategy & design
AWS
Salesforce
Smiling young woman and man with glasses testing smartphones in a bright electronics store.
article

Electronics retailer modernizes contact center

Electronics retailer modernizes contact center

Retail
Contact center technology
AWS
Person holding a tablet displaying store management analytics in a clothing retail store.
article

Using data and AI to enhance retail CX

How to use data and AI in the retail customer experience

Retail
Artificial intelligence
CX strategy & design
Data and analytics
No items found.
Person using a laptop to browse a travel website showing discounted vacation packages to Ibiza, London, and Rome.
article

Travel retailer’s road to contact center transformation

Travel retailer’s road to contact center transformation

Retail
CRM
AWS
Confident woman with arms crossed looking out an office window with her reflection visible.
article

Reflections on improving leadership in your contact center

Broken glass: Reflections on improving leadership in your contact center

CX strategy & design
No items found.
Retail cashier scanning a white box as male customer pays with a smartphone at checkout counter.
article

Building customer loyalty in retail

Building customer loyalty in retail

Retail
CX strategy & design
No items found.
Three colleagues in a modern office having a friendly discussion around a glass table with documents and a smartphone.
article

How Voice of the Customer (VoC) levels up CX

Are you listening? How a Voice of the Customer (VoC) program levels up CX

CX strategy & design
No items found.
Three customer service agents wearing headsets, seated at desks and working on computers in a call center.
article

Customer service vs. customer experience in retail

Customer service vs. customer experience: Why both matter for retail success

Retail
CX strategy & design
No items found.
Three people collaborating in a dimly lit office, analyzing data visualizations and charts displayed on a transparent screen and computer monitors.
article

What is digital transformation?

What is digital transformation?

Contact center technology
CX strategy & design
No items found.
A man using a smartphone to pay at a store counter where a cashier holds a white box and a barcode scanner.
article

What is retail customer experience?

What is retail customer experience?

Retail
CX strategy & design
No items found.

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