1+ week, 4+ day ago   (909+ words) Empathy is too often considered a nice-to-have “soft” skill when hiring and training customer service professionals. But when your agents pick up the phone or join a chat, it’s because something has gone wrong for a customer. Offering them empathy…...

2+ day, 12+ hour ago   (293+ words) Typewise's own research found 81% of customer service teams still run AI as disconnected tools. The company argues the reason is that keeping AI working has quietly become a full-time job. Nova does that job itself. ZURICH, 10 September 2026 — Typewise today launched…...

1+ week, 5+ day ago   (1389+ words) Is Agentic Customer Experience getting real? Maybe, if you check out the news lately. As we close out August today and look ahead toward the final third of 2026, agentic customer experience is showing up in earnings calls, sports sponsorships and…...

2+ week, 3+ day ago   (1253+ words) Whether AI delivered improved customer experience is questionable. Maybe it did. Or perhaps the knowledge-base updating, routing alteration, staff change, process redesign or seasonal demand alteration coincided with AI delivery. As AI spread along the customer journeys, it became increasingly complicated…...

2+ week, 4+ day ago   (1024+ words) Enterprise leaders face unprecedented pressure to inject technology and AI across every layer of their business, often creating an environment where no amount of automation seems enough. However, this aggressive trend has triggered a dangerous performance paradigm shift, forcing executives…...

2+ week, 4+ day ago   (340+ words) One platform for AI agents, CCaaS, ticketing, workforce management, quality and knowledge — live in 30 days and continuously self-improving SAN FRANCISCO, Aug. 25, 2026 (GLOBE NEWSWIRE) -- Crescendo today launched Crescendo Customer Experience Platform (CXP), an AI-native platform that consolidates categories the software industry…...

2+ week, 4+ day ago   (961+ words) August 25, 2026 -- Author: John Moses -- Oura’s business is built on turning round-the-clock signals from your body into insights you can act on, so that health becomes a daily practice instead of a guessing game. When we looked at our own support…...

2+ week, 5+ day ago   (700+ words) When we were developing a new pitch deck recently, I took it to a couple of customers, walked them through it and asked for their feedback. It wasn't a large research project. We were working on something that would be…...

3+ week, 2+ day ago   (912+ words) This article examines the forces driving that redesign. It explores why the traditional cost-reduction framing is losing ground, how AI and human agents are being reconfigured into complementary roles, and what practical steps marketers and CX leaders can take to…...

3+ week, 2+ day ago   (511+ words) Artificial intelligence is progressing beyond simple automation toward autonomous customer service and AI-assisted decision making. The table below illustrates how the role of AI is expanding across the modern contact center. The rapid evolution of AI in customer service is…...