2+ day, 21+ hour ago   (415+ words) Traditional CX was built for a human-only approach. Now organizations have to consider how AI has changed it. AI adoption has influenced how organizations use and measure customer experience technology stacks. As a result, organizations have had to shift from…...

2+ day, 23+ hour ago   (335+ words) IDC’s Kathy Lange discusses synthetic data and how it companies can use it, as well as what they should be aware of. Synthetic data is used to replace poor-quality, fragmented, sensitive or nonexistent data for analytics or to train AI....

3+ day, 20+ hour ago   (334+ words) While giving AI agents human characteristics can make adoption smoother, it can lead to over-reliance or issues with visibility and ownership. As agentic AI becomes more common in the workplace, many companies have started giving agents personas, assigning the agents…...

3+ day, 22+ hour ago   (821+ words) Last week's "Genesys launches agentic orchestration features," which focused on the product announcements and corporate messaging delivered during the keynote session at Genesys Xperience 2026. On the second day of the conference, Scott Cravatto, chief customer officer, Genesys, led a keynote…...

4+ day, 19+ hour ago   (352+ words) AI feeds off data, but organizations don’t always keep their data clean. Accelerated AI adoption has shifted how customer experience operates. One common issue is the underlying data infrastructure, which limits the effectiveness of AI adoption because of poor data…...

5+ day, 6+ hour ago   (1451+ words) We don’t foresee a contact center run entirely by AI agents or entirely by humans — but there are three different models we do see. For years, many contact center strategies treated voice as a utility and a high-cost channel to…...

1+ week, 3+ day ago   (723+ words) Think through what happens when an AI agent is no longer useful because it outlived its project, retained access after its human owner moved on, or became embedded into obsolete workflows. An employee creates an AI agent to automate part…...

1+ week, 3+ day ago   (374+ words) Four new products aim to govern agentic capabilities in Genesys Cloud, and Genesys also updated its own virtual agent. CX and contact center vendor Genesys introduced several agentic orchestration capabilities on Wednesday: Cloud Navigator, Cloud Orchestrator, Contextual Intelligence (CI) and The…...

1+ week, 4+ day ago   (469+ words) Users can now interact with enterprise customer data through Claude — and Salesforce is handing its interface, user workflow and engagement layer to Anthropic. Related:6 stats hint at positive ROI for gen AI History proved otherwise. Microsoft captured the primary user…...

1+ week, 6+ day ago   (204+ words) Assessing gen AI benefits in an organization isn’t easy, but the technology does appear to be delivering on some ROI promises. Assessing the ROI of AI solutions in the contact center isn’t easy. Related:Collaboration between IT and business teams…...