As we move deeper into 2026, the intersection of workplace collaboration, customer experience (CX), and artificial intelligence (AI) is reshaping the enterprise.
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Companies with successful strategies for making their CX knowledge AI-ready are seeing double-digit gains in revenue and efficiency.
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What AI agents can do is running up against the limits of what humans are willing to tolerate in customer service.
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Collect, dissect and act on customer interaction data. Integrate it with different company departments, especially the C-suite. And watch out for privacy issues.
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Proactive customer outreach provides several benefits for businesses. It generates revenue, improves customer satisfaction and takes advantage of AI workflows.
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Beth Schultz, VP of Research and Principal Analyst at Metrigy, explores how healthcare organizations can use virtual agents to strike a balance between automation and a personal touch.
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Ensuring autonomous workflows perform with consistent reliability and accuracy is core to customer experience; CX assurance tools can help.
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Many industries will reap major benefits from integrating augmented and virtual reality technology with 5G. But beware of limitations in 5G coverage and mobile device capabilities.
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Companies plan on improving agent desktop interfaces to foster customer experience.
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Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
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