From “Experimental” AI to Governed AI: How to Turn Data into Real Customer Value Artificial intelligence has become a major part of customer experience strategies, but in many organizations it is still managed as a collection of disconnected pilot projects, often with weak or no g...
AI and Customer Experience: the real challenge is not the technology A recent CallMiner study highlights a clear signal: in Europe, AI in CX is now a strategic growth lever, but the way it is governed will determine who will truly be able to turn this race into sustain...
The future of BPOs: from ‘seats’ to ‘bots’ under human guidance In the BPO world, the landscape is changing rapidly: automation and artificial intelligence are redefining the economics of contact centers, shifting the focus from seats to the ability to orchestrate...
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