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smart customer service smart customer service cx connect smart customer service conference destinationcrm com speechtechmag com home subscribe newsletters crm magazine speech technology magazine articles news features news briefs expert advice vendor views what is topics analytics automated support cloud based support crm cross channel support infrastructure hardware ivr live support managerial and training mobile customer service outsourcing social customer service voice and data services voice of the customer industries consumer packaged goods education financial services government healthcare pharmaceuticals insurance manufacturing non profit professional services retail technology telecommunications transportation travel hospitality utilities resources best practices content library buyer s guide directory sponsored video events programs cx connect 2023 smart customer service conference crm evolution conference speechtek conference digital experience conference webinars about about us contact us how to advertise editorial submissions expert advice max ball sometimes it isn t easy to automate simple things adding a room night to my hotel reservation should have been an easy task but automation might not be able to handle it amber sahdev goodhart s law is eating your voice ai rollout here are some common voice ai metrics and where they fail kate leggett how customer service jobs will change with ai as ai takes over customer service operations the human workforce s core mandate shifts from directly interacting with customers to directing governing and optimizing the ai more expert advice vendor views colin slade from ai pilots to ai at scale a practical playbook for every industry the path to ai success runs through focus trust and a relentless willingness to build systems that work the way people do justin piccione the modern contact center s role in delivering consistent customer experiences bringing customer service functions under one coordinated system creates a more seamless service hub that leads to more satisfied customers and a healthier bottom line featured on destinationcrm com doug longenecker everyone touches cx that s exactly why it breaks why customer experience fails when employee enablement stops at the task more vendor views news briefs nice partners with servicenow sendbird launches agent steward goto adds features to grasshopper aircall acquires vogent twilio launches conversation memory conversation orchestrator conversation intelligence and agent connect genesys partners with meta for whatsapp integration soundhound ai introduces oasys more news briefs video raises the bar for cx operations may 06 2026 video customer service tools abound and we break down some of them here featured on destinationcrm com customer obsessed companies deliver for shareholders companies that invest in customer experience outperform those that don t by eight times apr 28 2026 staffing issues affect customer experience quality uncertainty creates disengagement which causes cx to drop gallup finds featured on destinationcrm com apr 08 2026 the top customer service trends and technologies for 2026 customer service is getting supercharged ai is opening new doors for contact center agents managers and customers featured on destinationcrm com apr 01 2026 fcc advances contact center onshoring initiative the fcc is pushing forward with plans to regulate how american companies work with offshore contact center agents leonard klie mar 27 2026 aterian consolidates disparate programs on genesys cloud genesys brings down technology costs and problems for consumer products company featured on destinationcrm com mar 23 2026 who owns the customer experience the crm tech stack is coming together which complicates the ownership debate featured on destinationcrm com mar 11 2026 85 of consumers prefer interacting with humans vs ai agents customers are growing more accepting of ai in customer service interactions but a human is still preferred metrigy finds mar 04 2026 more news features email newsletter email smart customer service eweekly receive customer service news trends and analysis plus expert advice smart customer service bulletin periodically get important offers from smartcustomerservice com or our advertising partners connect with scs smartcustserv webinars beyond the hype operationalizing ai for real cx business outcomes seamless journeys smarter service orchestrating omnichannel cx with ai orchestrating cx outcomes with a converged ecosystem customer journey analytics seeing the whole experience reimagining agent experience ax in the age of ai intelligent cloud contact centers evolution and optimization real time cx orchestration from insight to action ai powered knowledge management the key to better cx hybrid contact centers building for flexibility and scale unified cx platforms integrating data ai and engagement trust transparency emotion ai in customer experience agentic ai and the autonomous sales team predictive cx analytics turning data into foresight voice of the customer from sentiment to strategy cx success stories 2026 what worked and why the business case for agentic ai charting what s next preparing your cx roadmap for 2027 more webinars content library 2025 retail customer experience index forrester what will humans in the loop do one platform every experience the ai platform built to operate customer experience at enterprise scale forrester mind the agentic action gap build for what s next your ai blueprint for contact center readiness insights from cx leaders on what s working and what s not what cx leaders need to know about ai agents how wyndham hotels resorts transformed guest support with five9 more content library most popular 85 of consumers prefer interacting with humans vs ai agents combined verint calabrio organization to operate under verint name cx administration software to reach 18 2 billion by 2033 ringcentral partners with openai nice launches agentic ai innovation breaking news analysis and advice from leading industry experts to help organizations deliver the best customer service experiences all content copyright 2013 2026 information today inc smart customer service 143 old marlton pike medford nj 08055 8750 212 251 0608 privacy cookies policy topics analytics automated support cloud based support crm cross channel support infrastructure hardware ivr live support managerial and training mobile customer service outsourcing social customer service voice and data services voice of the customer industries consumer packaged goods education financial services government healthcare pharmaceuticals insurance manufacturing non profit professional services retail technology telecommunications transportation travel hospitality utilities other iti sites database trends and applications destination crm faulkner information services infotoday com infotoday europe itiresearch com kmworld enterprise ai world online searcher speech technology 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