Expert Advice

Steve Morrell

Why Two in Five AI Projects Have Already Been Stopped

Artificial intelligence projects haven't always been successful, and buyers aren't blaming the vendors.

Max Ball

Why B2B Agent-to-Agent Customer Service Is Closer Than We Think

Expect to see fully automated B2B service interactions start to take off in 2027 while the rest of the world struggles with consumer bots.

Donna Fluss

Humans, AI, and the New Rules of CX Performance Management

AI is changing the operating environment of contact centers, and performance management must change with it.

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Vendor Views

Anne Lackey

Your AI Solved the Ticket. Did It Lose the Customer?

I'd be careful about looking at a rising containment rate or falling employee handling time and assuming the customer experience must be improving along with it.

Sushil Kumar

Your AI Agent Will Fail; the Only Question Is Who Tells You First

Organizations are rolling back or shutting down customer-facing AI agents after deployment, with higher rollback rates among companies with mature governance frameworks. Visibility into agent performance allows organizations to identify issues and act before customers do.

Jochem van der Veer

Why Mapping Every Customer Journey Is the Wrong Goal

Journey mapping is useful, but mapping everything creates noise. Service leaders get more value by focusing on the journeys tied directly to business KPIs and managing those with clear ownership and measurement.

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News Briefs

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Genesys Looks to Seize AI's $23 Trillion Opportunity

September 04, 2026

Genesys touts huge AI growth opportunity ahead during Xperience 2026 Day 2. (Featured on DestinationCRM.com.)

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