AI Is Changing Customer Service. Customers Are Showing Us What's Next.
September 22, 2026 | Joe Piette
AI is changing customer service quickly, but customers are giving companies useful guidance about what they actually want from it. The short version:...
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7 AI Governance Questions Every CX Leader Should Ask
August 28, 2026 | Joe Piette
AI governance is the set of decisions that determine what an AI system is allowed to do, what data it can touch, who is accountable for its outputs,...
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AI-Moderated Interviews: A Guide for CX Leaders | Andrew Reise
August 17, 2026 | Joe Piette
Traditional customer interviews take weeks to months. AI-moderated interviews let teams run hundreds of conversations at once instead of one at a...
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Why Over 40% of AI Projects Will Fail by 2027
July 24, 2026 | Joe Piette
The data about AI return-on-investment is in and it's bleak. Roughly 75% of executives admit their company's AI strategy is written more for show...
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AI Agents Are a New CX Audience. Is Your Brand Ready?
July 8, 2026 | Dan Arthur
Your brand now has two audiences: the human customer who feels and decides, and the AI agent acting on their behalf who retrieves and verifies....
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Enhance Customer Sentiment with AI Real-Time Coaching
March 13, 2025 | Tim Carrigan
Imagine a call center agent handling a call from a frustrated customer whose order was delayed. Instead of feeling overwhelmed, the agent receives...
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Ensure Compliance in Real Time with AI-Powered Coaching
March 5, 2025 | Tim Carrigan
If you’ve read our article on Implementing AI-Driven Real-Time Coaching, you know how powerful call center agent coaching can be for customer...
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