Conversation Intelligence and Real-Time Analytics: Prerequisites for Intelligent Automation In recent years, many companies have accelerated their investments in artificial intelligence, chatbots, voicebots, and process automation. Yet, despite high expectations, results have not always live...
Voice AI Agents: Why the Contact Center Is the New Engine of Customer Experience Digital-first companies are transforming contact centers into true engines of intelligent automation, where voice AI agents are becoming critical infrastructure for ensuring scalability, operational e...
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