Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
7 min read
Workflow automation: What it is, benefits, and examples
What is workflow automation? Workflow automation accelerates traditional workflows, replacing manual effort with the automation of…
Article
4 min read
The rise of Shadow AI in CX: 4 benefits to an integrated strategy
If your agents aren’t equipped with the right AI tools, there’s a strong chance they’re using…
Article
3 min read
What is chatbot automation? + Benefits and features
What is chatbot automation? Chatbot automation uses artificial intelligence (AI) to mimic human interactions and automate…
9 min read
Fintech chatbots: The benefits and uses of AI agents in finance
What is a fintech chatbot? A fintech chatbot is an AI-powered conversation tool that provides financial…
Article
5 min read
The next wave of AI agents is here: Are you ready to implement it?
This is part 3 of our AI Readiness series, designed to help CX organizations prepare to…
Article
2 min read
10 essential books and podcasts for CX leaders in 2025
Selected by our team of CX experts, these ten books and podcasts will provide both inspiration…
Article
6 min read
Voice AI’s big year — the secret to more scalable CX in 2025
Voice AI is taking center stage in 2025. According to our research, nearly 80 percent of…
Article
1 min read
10 essential books and podcasts for IT leaders in 2025
These 10 essential resources, curated by our team of experts, will help you design better employee…
Article
1 min read
10 essential books for HR leaders in 2025
These 10 books for HR leaders, curated by our team of experts, will help you enhance…
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Article
4 min read
Agent copilots: The essential ingredient for AI success in 2025
This is part 2 of our AI Readiness series, designed to help CX organizations prepare to…
Article
7 min read
How to improve soft skills in customer service teams
What are soft skills? Soft skills are the personal attributes and non-technical abilities that allow people…
Article
3 min read
What is a support bot?
Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…
Article
3 min read
Getting started: Bots vs. humans
Not a sci-fi movie villain If you’re apprehensive about automation because you’re concerned it’s going to…
Article
5 min read
What is the experience economy? (Plus experience economy examples)
Over the past few centuries our society has transformed. First thanks to the industrial revolution which…
Article
4 min read
Accelerate your CX in 2025: A 5-step AI readiness checklist
This is part 1 of our AI Readiness series, designed to help CX organizations prepare to…
Article
7 min read
AI innovation checklist: How leading companies have stayed ahead in 2025
2024 has been a year like no other. AI has moved from buzzword to business-critical, and…
Article
10 min read
What is shadow AI? Risks and solutions for businesses
Shadow AI is the unapproved use of generative AI tools and features by employees. Learn more about the risks and what IT teams can do to mitigate shadow AI.
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