For decades, contact center and CX organizations have strived to become “omnichannel.” Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer.  It’s a great idea, but implementation has proven very difficult, especially for large enterprise organizations working with legacy data and siloed systems. True omnichannel implementation requires integrated contact...

AI is having a moment. The technology’s move out of the IT lab to the devices of non-techies has opened up a world of promise and possibility. It has the potential to be the dominant technology for the next decade or longer across industries. The newest issue of the Customer Strategist Journal explores what the rise of the machines means in the customer experience context. The cover image, “CX blossoms in...