Managing workforce evolution in the wake of AI is often much harder than introducing new technology, so start planning now.
If organizations want service to become a driver of growth rather than just a cost center, they must equip agents to create value in every interaction.
AI can detect vulnerable customers, but humans are still needed to respond appropriately.
Organizations that will survive the summer travel peak season can adapt quickly, analyze the issues, and respond fast.
Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.
The best AI will not make a difference if calls drop, get misrouted, or don't satisfy the customer's request.
As AI's capabilities grow, the impact on the contact center will be even more transformational, conference speakers conclude. (Featured on DestinationCRM.com.)
NiCE World speakers highlight returns from AI when many other companies are struggling to find ROI. (Featured on DestinationCRM.com.)
During NEXUS pre-conference talks delivered as part of NiCE World 2026, speakers pointed to serious gains from AI. (Featured on DestinationCRM.com.)
Despite a push to repatriate contact center jobs, companies are placing other considerations above country. (Featured on DestinationCRM.com.)
Amid AI advances, leaders are pursuing workforce redesign rather than elimination, Gartner finds. (Featured on DestinationCRM.com.)
Video customer service tools abound, and we break down some of them here. (Featured on DestinationCRM.com.)
Companies that invest in customer experience outperform those that don't by eight times
Uncertainty creates disengagement, which causes CX to drop, Gallup finds. (Featured on DestinationCRM.com.)