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Generative AI has moved beyond hype to fundamentally reshape how work gets done. See how Forrester is applying AI to its own business — embedding trusted insights into everyday wor...
Autonomous CX makes it possible to understand customers, respond faster, and earn loyalty over time.
Key Takeaways: Modern AI in customer engagement focuses on fully resolving complex, multi-step customer issues rather than just deflecting them away from human staff. Specialized,...
AI-Native User Experience Design Author: Srishti Sharma – Product Marketer Designing digital products used to be a fairly predictable exercise. Teams mapped journeys, reduced frict...
Too many AI explorations get stuck at the starting gate. Here's how to ensure your agents reach the finishing line.
How a step-by-step, process-by-process approach is delivering faster ROI than full-scale transformation.
Today’s consumers have evolved over the last few years; they have higher expectations, look for more meaningful conversations with brands, and seek instant gratification. In fact,...
As organizations rush to deploy AI, too many forget the people it’s meant to serve. A human‑first foundation is what separates AI that frustrates from AI that truly drives better e...
A couple of years ago, I was speaking at a conference in Dubai on the topic of failure, fumbles, and fiascos in customer experience. One of […] The post Artificial vs. Authentic: A...
Chetan Dube, CEO of Quant AI and a recognised pioneer in agentic AI, delivered a featured AI Spotlight Session at the IBM Think Conference on 6 May, presenting a new vision for how...
CX Summit EMEA explored the real AI opportunity: building trust, strengthening foundations, and reimagining experiences — not just making them more efficient.
Customer expectations have fundamentally changed, and small businesses that fail to respond instantly risk losing revenue to faster competitors.
AI is reshaping CX faster than most teams can govern it — forcing leaders to get clear on where AI belongs and what stays human. At CX Forum West, guest speakers from Nationwide, S...
This is part three of a three-part series on how HubSpot transformed with AI. Part one covers how we build with AI. Part two covers how we grow with Agent-first GTM.
We’ve now rolled out 21+ AI agents and 12+ vibe coded apps at SaaStr AI, used 1,100,000+ times. AI SDRs. An AI VP of Marketing (10K) that in many ways now manages us, not the other...
AI is compressing consumer discovery, decision-making, and service into fewer, faster, and increasingly invisible moments. Answer engines and AI agents now decide what customers se...
As AI takes over consumer decision-making, companies must rethink everything from product data to brand purpose — or risk being invisible.
I was catching up with one of our favorite AI agent vendors the other day. Strong product. Strong traction. One of the ones we recommend. And they told me: going forward, only cust...
From cutting friction to powering smarter personalization, customer experience is quietly becoming the fastest-growing brands’ best advantage.
GenAI is enabling a suite of new experiences for customers. These three case studies, featuring rock’n’roll souvenirs, secret foodie spots and faces from the future, showcase some...
Customer experience has entered a decisive new phase.
The pandemic has led to breakdowns in customer service, with contact centres still recovering from outbreaks and lockdown restrictions. Often, customers wait hours for a simple que...
AI is already reshaping how buyers discover, decide, and engage. The real opportunity now isn’t just efficiency — it’s redesigning GTM around measurable customer outcomes and using...
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