Towards a Closed-Loop CX Automation Strategy Towards a Closed-Loop CX Automation Strategy Many organizations today face a paradox : they have access to an unprecedented amount of customer data, yet they struggle to transform it into concrete and...
Human Oversight in AI for Customer Experience: How to Govern Automation, Risk, and Customer Trust AI in Customer Experience is no longer an experiment—it has become a real decision-making engine that influences customers, business processes, and financial outcomes every day. From AI as Support to ...
CX in the Age of AI: why empowering the frontline wins over full automation In the whitepaper “To Augment Frontline Employees or Automate with AI?” , CallMiner proposes an important shift in perspective: the question is not simply whether to use AI instead of people, but when...
More Efficient Contact Centers: Less Waiting, More Automation, Smarter Authentication In many contact centers, the same three warning signs frequently emerge: waiting times that become chronic, self-service levels that fail to sustain volume, and identification procedures that consume ...
Vertical AI for CX and Contact Centers: from chatbot to augmented agent Vertical AI is the new engine for rethinking CX, employee experience and contact centers: the goal is not to “add a chatbot”, but to redesign key contact center jobs with AI as a co-protagonist, and O...
Customer Experience 2026: The Gap Between What Companies Think and What Customers Actually Experience Medallia has published its State of Customer Experience 2026 , a study based on more than 1,500 consumers, 550 CX professionals, and 600 anonymized enterprise programs. The findings paint a challengin...
Why Omnichannel CX Is Now Essential Drawing inspiration from the “ 15 predictions that will redefine the future of CX ” by Medallia, in a previous article we explored how customer experience is becoming the true driver of business—shift... Customer Experience
Agentic AI for CX – Workshop of April 23, 2025 by the Omnichannel CX Observatory On April 23 , we participated in the second 2026 workshop of the Omnichannel Customer Experience Observatory of the Politecnico di Milano , focused on the theme “ From Response to Action: How Agentic ...
Churn: come trasformare i dati del customer service in opportunità di vendita e salvare (oggi) il tuo fatturato Il churn non è un “numero sfortunato” nel report mensile: è la conseguenza diretta di come i clienti vivono ogni singolo contatto con il tuo servizio clienti. Quando metti in relazione abbandono e sod... Contact Center Experience Customer Service
From enthusiasm to control: how strong AI governance turns CX into a competitive advantage Artificial intelligence is profoundly transforming how companies design and manage customer experience , from contact centers to digital self-service interactions. Many organizations are accelerating ... Artificial Intelligence Customer Experience
Customer Service Outsourcing: Choosing the Right Partner Is a Strategic Decision When planning customer service outsourcing , selecting the right partner and pricing model depends on multiple factors, not just the available budget. Companies must carefully evaluate both service qu... Contact Center Experience Customer Service
The 15 key CX trends for 2026 According to Medallia , 2026 will be the year when customer experience stops being merely “measured” and becomes the true nervous system of the business. Listening will no longer be enough: successful... Artificial Intelligence Customer Experience