Too many organizations are directing one customer journey from two control towers. AI agents resolve inquiries, trigger workflows, and absorb demand that once landed on human teams.
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Transforming customer experiences
Something strange happens when AI adoption actually works: the tickets get easier to close, and the job gets harder.
Meta’s Muse reached No. 1 among free apps in Apple’s U.S. App Store just one week after launch. Within 12 days, it had been downloaded 2.8 million times across the United States and Canada.
AI-driven automation is now the norm in modern customer service. In fact, only 5% of contact centers surveyed by CMSWire in 2026 said they did not use AI at all.
Most customer experience organizations are spending more on AI this year than last. And while that might sound like progress, not all of them would say their customer experience got proportionally smarter for it.
AI is accelerating innovation across the customer experience, but it is also creating a new challenge for buyers: more technology, more choices, more integration decisions, and greater pressure to deliver measurable business outcomes from those investments.
A human agent misses a required compliance step. An AI agent reaches a request outside its designed scope and stalls. Sentiment on a high-value channel begins to fall, but the pattern remains buried until the next review cycle.