Five9: Bridging the CX Divide: Consumer Expectations for AI in Customer Service
A recent study conducted by Five9 and Hanover Research in April 2026, surveying 3,000 consumers and 600 business decision-makers across the US, UK, and Germany, reveals…
Expert Mode: The Hidden Coordination Tax of Your AI Strategy and How to Avoid Paying It
Marketing leaders, in particular, are under immense pressure to demonstrate ROI on significant technology investments, and the promise of generative AI feels like the answer we’ve…
Salesforce: Field Service’s AI Paradox: Maximizing Investment Amidst a Growing Talent and Data Crisis
A recent Salesforce report, State of Field Service: The Road to Revenue in the Agentic Era, based on a survey of over 2,300 field service professionals…
105 Customer Experience Statistics for 2026
105 customer experience statistics for 2026 on AI in service, trust, loyalty, personalization, and CX operations — compiled from 23 studies and fully sourced.
When AI Answers the Call: Where Autonomous AI Belongs in the Contact Center with Chang Chang, Webex
Most contact centers are answering that question by accident. The default move with AI has been deflection — keep volume away from live agents, lower the…
