4+ day, 5+ 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…...

4+ day, 8+ 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…...

5+ day, 5+ 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…...

1+ week, 4+ 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, 6+ day ago   (277+ words) However, challenges with ownership, data access and governance still stand in the way. Collaboration between IT and business teams is important for AI success, according to a recent Alteryx study of 1,400 IT leaders. The report says that 71% of respondents think…...

3+ week, 2+ day ago   (579+ words) While approving specific AI applications can mitigate the shadow AI’s spread, it won’t reveal everything that happens to enterprise data in an AI workflow. As AI becomes integrated into a wider range of workplaces, companies are increasingly aware of the…...

3+ week, 5+ day ago   (147+ words) As agentic AI moves from pilot projects to deployment in CX workflows, the effects are visible for both customer service agents and customers. Matt Vartabedian | January 8, 2026 Agentic AI moves past the capabilities of generative AI assistants to summarize, find possible…...