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Customer service is undergoing a profound shift, and the way leaders support, guide, and enable their workforce to change with it.

The holiday season may be the most wonderful time of the year (so the song goes …) but only if customers feel the warmth of great customer experience (CX).

Customer experience is undergoing a foundational shift. AI is no longer a set of isolated experiments or incremental improvements.

Customer experience leaders everywhere are racing to harness AI to deliver faster, smarter, and more personalized interactions.

Agentic AI is reshaping customer experience faster than any innovation before. Unlike scripted bots or static automation, agentic AI understands context, makes decisions, and takes action, and does it all in real time.

Fall retail season is in full force – in case you haven’t already noticed everything is infused with pumpkin spice these days.

Customer experience won’t be won in the contact center alone. Often, it will be won – or lost – in the back office.