Love it, hate it, feel indifferent towards it: AI mania is here and showing no signs of slowing down. Ever since generative AI (GenAI) entered the mainstream with the public debut of ChatGPT in late ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of CMSWire, dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

As somebody whose profession revolves around scientifically studying how and why people are persuaded, I'm often asked if there are any persuasion tactics that are guaranteed to get people to say "yes ...

AI and automation are transforming contact center solutions, making customer service one of the most common ways that people will interact with AI in their daily lives. The advantages of well-executed ...

Agentic AI is poised to dismantle the friction that companies quietly depend on to nudge consumers into giving up.