Customer Experience
Latest in Customer Experience
Vasili Triant — Why AI Is Replacing CRM Layers, Not Enterprise Systems
Vasili Triant explains why AI is not replacing enterprise systems but eliminating redundant CRM layers as the stack shifts toward real-time orchestration and unified agent…
Jeff Fettes — Why Most CX AI Pilots Fail at Scale
Jeff Fettes argues that the real challenge in customer experience AI is not building smarter models but defining clear operational boundaries for what AI agents are allowed to do.…
Remaining Relevant with Socially Hyperactive Customers
The customer experience has been significantly impacted over the past few years primarily due to the availability of AI technologies. The ability to analyze both historical and…