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Derek Top
Principal analyst and research director of Opus Research
Articles by Derek Top
Why the New Age of Conversational and Agentic AI Will Make Customer Service Smarter
Contact centers will be defined not by what AI can do but by how thoughtfully it is deployed within the business.
Posted August 22, 2025
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AI Initiatives for CX: Why They Fail and How to Succeed
Inside the Conversation: Harnessing Customer Emotion To Boost CSAT and Reduce Churn
Customer Service Reinvented: CCaaS, WEM, and AI in Action
Predictive Analytics & AI: The Future of Customer Service
The Role of AI in Compliance and Data Privacy
AI in Fraud Detection and Prevention
The Power of Personalization: AI-Driven Strategies for Customer Loyalty
2025 Customer Experience Wins - What Worked and Why
AI, Automation, and Omnichannel: Redefining Customer Support in 2025
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Connected Conversations: The Enterprise Playbook for Scalable, Secure, Multilingual Voice Support
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Enhancing Security, Compliance, and Customer Experience in the Financial Services Industry
G2 Summer 2025 Report for Contact Center Operations
Powering Exceptional Customer Experiences in Retail
UJET Industry Blueprint - Serving Every Market
Blueprint For Better CX: Building Your Modern Contact Center
The End of Customer Experience as We Know It
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