A recent VentureBeat report found that 72% of enterprises believe they have AI governance in place—but most enterprises aren’t running a single AI system—they’re managing multiple platforms,
Why WhatsApp Is Becoming a Core Enterprise Service Channel For enterprise organizations, customer service is no longer limited to voice and email. WhatsApp has become
What is the risk of AI agents acting without approval?AI agents can make financial, legal, or customer-facing decisions without oversight, leading to compliance issues, financial
In the enterprise contact center, the “North Star” hasn’t changed, but the pressure to hit it has reached a breaking point. Whether you are managing
Enterprise Voice AI is having its “chatbot moment.” But with one critical difference: With voice AI, trust isn’t a feature. It’s the product. Right now,
Last month, Salesforce officially retired its legacy Salesforce chat products. While most of the world was focused on Valentine’s Day, thousands of CX leaders were
In the past two weeks, I’ve had several conversations with CEOs who all asked me variations of the same question: “We’re already using OpenAI for
Every enterprise leader I speak with, AI comes up within the first ten minutes. There’s pressure to remain competitive, to move faster, to reduce costs.
Why most Voice AI fails at the finish line, and how to fix it Customer service has spent years optimizing for speed, deflection, and cost
Is Your Contact Center a Maze or a Solution? We all know the frustration: a customer calls your support line and immediately hits a wall.
For the past several years, enterprises have invested heavily in AI to automate repetitive tasks, reduce workloads, and speed up customer response times. Automation has
A Decade of Promises Meets a Market Ready to Act I spoke at an AI summit 9 years ago. Back then, the consensus was that
