There is one CX trend so new, it didn't even make it into our 2026 CX Trends report: AI agents calling contact centers on behalf of customers.
TTEC experts Alfredo Rizzo and JB Bednar discuss real-world examples that sound impossible until you hear the actual call recordings and reveal why CIOs and business leaders are responding with "immediate attention and a sense of urgency" when confronted with this rapidly evolving...
AI is at the forefront of most retailers’ strategies for the year ahead, as rapid advances unlock new opportunities but also bring some questions and challenges.
It’s no surprise, then, that AI dominated the conversation at the National Retail Federation’s Big Show in New York City, held January 11–13. The industry’s largest global event drew more than 40,000 attendees — many of them focused squarely on one question: how to...
With 2026 quickly approaching, we at the Customer Strategist Journal are reflecting on the past year.
Every month, we showed up in CX leaders’ inboxes...
The CX Pod focuses on innovations happening within the world of customer experience, and there's no other innovation more important than AI. So rather...
