How do you build a customer health score? Start with progress toward the outcome, usage and unresolved problems; separate out missing data, and tie each risk to an owner and an action.
Read the articleAccording to Gartner research, most executives expect AI to bring productivity gains, but the share of organizations able to hit the target remains low.
Read the storyCostco, H-E-B and Fleet Feet stood out in ChangeUp's customer survey, which rated stores on memorability, desire to visit and intent to return.
The article draws on comments from Ankita Gupta of the agent security platform Akto: the problem becomes more serious when employees ask an agent to do work rather than write text.
According to CMSWire, Oracle has rolled out new AI-based applications that cut after-call work time. Gartner predicts that AI agents will resolve 80% of common service issues on their own by 2029.
According to Twilio, most customers say bots save them time. Yet when the bot hands them off to an agent, they still have to explain the same thing from scratch.
In 2027 and beyond, customer experience leaders are expected to trust AI advisors that show how they reached a recommendation.
Great Place To Work Türkiye compared organizations on the Best Workplaces for Women 2026 list with companies that do not meet the certification standard; gaps also emerged in fairness and recognition.
In BrandRank.AI's test of six engines, four or more engines named the same retailer in 65% of retailer questions; for product questions, the figure was only 31%.
According to a CMSWire INSIGHTS and SuccessKPI survey measuring AI maturity in contact centers, being ready for AI does not mean having rules to oversee agents.
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