Heather Hughes

Why your data is the difference between AI hype and AI impact

Effortless by design: Experience soars when people, tech, and process fly in sync

AI-powered sentiment in action: Creating happier agents, happier customers at PayPal and T-Mobile

Artificial intelligence as MVP: Shoot for 3 practical ways to score CX points

Customer loyalty under siege: How to use VOC to turn negatives into a force for good