SurveyMonkey and Kinsta surveys report most Americans prefer a human agent. Front-line bots that miss context are wearing ...

Three unrelated emails in one week. One problem explained to four people. Customers see your internal silos and judge your ...

Contact centers are adding AI agents without the infrastructure to govern them. A new benchmark reveals the scale of the problem.

Acquisition expands Mission North's capabilities in executive positioning, thought leadership and live events cred will ...

Unlike a Hollywood reboot, CX transformation can't rely on nostalgia. AI demands new skills, stronger teams and a renewed ...

Reddit's share of ChatGPT Search citations fell 86% in four days this August. If it can happen to Reddit, it can happen to ...

In a Q&A with Alex Kantrowitz, Pichai tells us about compute trade-offs, safety gaps and the personal agents coming next. Alphabet CEO Sundar Pichai has little patience for doubts about Google’s ...

Any agent with write access can turn one bad decision into a segment and a repeated action. Lifecycle teams need intervention ...

Legacy CMS platforms were built to rank pages of links. Answer engines lift passages, and content they cannot parse leaves ...

Two digital agency leaders explain how AI changed their pricing, platforms and staffing. Chris Teitzel, founder and CEO of Seattle-based Cellar Door, and Anita Melendez, chief operations officer at ...

Your vendor’s defaults are running your CX, and courts now hold you liable for them. Here’s what to decide before planning ...