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The evolution of intelligent contact centres has been marked by a transition from traditional, manual operations to advanced, technology-driven environments.

Figuring out customer experience (CX) and integrating artificial intelligence (AI) can feel like an explorer charting unknown territories.

In a recent Gartner survey, the majority of customer service and support leaders (59%) said that delivering a seamless customer journey is among their top three priorities, and 15% said that it is their single top priority.

Creating an outstanding customer experience (CX) using AI is like forming good habits. Both require consistency, quality, continuous improvement, and the right environment to thrive.

What do we mean when we talk about AI in the contact center? Typically, improving customer experience (CX) is what comes to mind.

Customer experience (CX) is evolving rapidly, with AI playing a transformative role. In a recent webinar, I discussed the heart of this transformation with Christina McAllister, senior analyst at Forrester.

In today's fast-paced digital landscape, contact centers face growing challenges that range from diverse digital channels to evolving agent skill requirements and the rise of hybrid work environments.