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The Business of Enterprise AI
Channel

AI in Customer Experience (CX)

VKTR brings you insights on the growing role of AI in customer experience (CX) — including customer service, customer support, contact centers, digital experience (DX), customer data platforms (CDPs) and voice of the customer (VoC). 
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Featured Reading

Editorial
Article
Customer Experience
Inside Google’s Plan to Redefine Customer Engagement With Gemini Enterprise
From multimodal chat to automated agents, Google Cloud’s new platform aims to elevate service quality without replacing human empathy.
Editorial
Article
Customer Experience
Some Consumers Find Zero Benefit With AI in Customer Service
New Qualtrics research shows AI in customer service is falling short, with one in five consumers unimpressed.
Editorial
Article
Digital Marketing
AI, Compliance and Customer Trust: 3 Pillars of Modern Personalization
As privacy laws tighten and AI matures, CMOs are rebuilding personalization around transparency, governance and value exchange.
Editorial
Article
Customer Experience
OpenAI's ChatGPT Instant Checkout: The Dawn of Conversational Commerce CX
How OpenAI's new shopping feature will fundamentally reshape customer experience expectations in ecommerce and retail.
Editorial
Article
Customer Experience
Voice AI Market Outlook: Vendors, Verticals and the Road to 2030
A five-year forecast shows bold growth, diverse use cases and a vendor landscape that’s only getting more crowded.
Learning Opportunities
Webinar
Overloaded car
Nov
6
Fix the Content Bottleneck: Build a Better WebOps Strategy
Content stalled? Dev overloaded? You’re not the only one. Learn how streamlined WebOps bridges the publishing gap.
Register
Webinar
Storage
On demand
Beyond Storage: Smarter Content, Bigger Impact with DAM + AI
Discover how the DAM + AI duo makes content smarter, stronger and more accessible.
Watch Now
Webinar
Roller Coaster
On demand
Agentic AI Playbook: Real-World Customer Service Use Cases You Can Deploy Now
Boost self-service by 30% and slash call volume by 63% with agentic AI.
Watch Now
Webinar
Creating Content Live
On demand
CMS Briefing: A Live Look at What’s Next in AI-Driven Platforms
Learn how leading organizations are using AI‑driven tools to publish faster, personalize smarter and stay secure.
Watch Now
Webinar
Salesforce that works
On demand
Ready or Not: How Data-First Organizations Are Unlocking Agentforce Potential
Learn how to cut through the noise, activate Agentforce and build a Salesforce AI strategy that actually delivers.
Watch Now
Webinar
AI team is working
On demand
AI in Customer Service: Faster Resolutions, Happier Customers
Don’t let rising demand burn out your team. See how to build a smarter, more resilient support org.
Watch Now
Webinar
Overloaded car
Nov
6
Fix the Content Bottleneck: Build a Better WebOps Strategy
Content stalled? Dev overloaded? You’re not the only one. Learn how streamlined WebOps bridges the publishing gap.
Register
Webinar
Storage
On demand
Beyond Storage: Smarter Content, Bigger Impact with DAM + AI
Discover how the DAM + AI duo makes content smarter, stronger and more accessible.
Watch Now
Webinar
Roller Coaster
On demand
Agentic AI Playbook: Real-World Customer Service Use Cases You Can Deploy Now
Boost self-service by 30% and slash call volume by 63% with agentic AI.
Watch Now

Featured eBook

Designing an AI-Native Contact Center
Forget CCaaS bolt-ons. This blueprint shows how to scale with AI as your command center.
This blueprint lays out a new approach: build around AI as the system of intelligence, orchestrating channels, tools and people. From conversational AI to generative automation to backend orchestration, it shows how to re-architect for speed, personalization and scale.
Designing an AI-Native Contact Center

Latest Articles

Feature
Article
Digital Experience
Want Real AI Impact in Digital Experience? Fix Your Data Silos
News
Article
Digital Experience
Algolia Launches Agent Studio for Search-powered Enterprise AI Agents
Editorial
Article
Customer Experience
Why Voice AI Is the Most Natural Customer Experience Channel
Editorial
Article
Digital Experience
The Chatbot Era Is Over and Agentic AI Has Arrived
News
Article
Digital Experience
Google Pushes Standards for Agentic AI Commerce With AP2
Editorial
Article
Contact Center
The Acceleration of Voice AI: Where Customer Service Goes From Here

Latest Articles

Feature
Article
Digital Experience
Want Real AI Impact in Digital Experience? Fix Your Data Silos
News
Article
Digital Experience
Algolia Launches Agent Studio for Search-powered Enterprise AI Agents
Editorial
Article
Customer Experience
Why Voice AI Is the Most Natural Customer Experience Channel
Editorial
Article
Digital Experience
The Chatbot Era Is Over and Agentic AI Has Arrived
News
Article
Digital Experience
Google Pushes Standards for Agentic AI Commerce With AP2
Editorial
Article
Contact Center
The Acceleration of Voice AI: Where Customer Service Goes From Here

Latest Articles

Feature
Article
Digital Experience
Want Real AI Impact in Digital Experience? Fix Your Data Silos
News
Article
Digital Experience
Algolia Launches Agent Studio for Search-powered Enterprise AI Agents
Editorial
Article
Customer Experience
Why Voice AI Is the Most Natural Customer Experience Channel
Editorial
Article
Digital Experience
The Chatbot Era Is Over and Agentic AI Has Arrived
News
Article
Digital Experience
Google Pushes Standards for Agentic AI Commerce With AP2
Editorial
Article
Contact Center
The Acceleration of Voice AI: Where Customer Service Goes From Here

People Covering AI in Customer Experience (CX)

Alex Kantrowitz is the founder and reporter for Big Technology and on-air contributor at CNBC. He was most recently a senior...
Alex KantrowitzAlex Kantrowitz is the founder and reporter for Big Technology and on-air contributor at CNBC. He was most recently a senior...
Greg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer...
Greg KihlstromGreg is a best-selling author, speaker, and entrepreneur. He has worked with some of the world’s leading organizations on customer...
Ant Duffin is a Sr Director Analyst in the Gartner Marketing Practice, covering digital commerce and business transformation across the...
Ant DuffinAnt Duffin is a Sr Director Analyst in the Gartner Marketing Practice, covering digital commerce and business transformation across the...
Pierre DeBois is the founder and CEO of Zimana, an analytics services firm that helps organizations achieve improvements in marketing,...
Pierre DeBoisPierre DeBois is the founder and CEO of Zimana, an analytics services firm that helps organizations achieve improvements in marketing,...
Andrew Neff is a proven and award-winning product marketing and marketing leader for artificial intelligence solutions. With 20 years’ experience...
Andrew NeffAndrew Neff is a proven and award-winning product marketing and marketing leader for artificial intelligence solutions. With 20 years’ experience...
Frank Palermo is currently Chief Operating Officer (COO) for NewRocket, a prominent ServiceNow partner and a leader in providing enterprise Agentic...
Frank PalermoFrank Palermo is currently Chief Operating Officer (COO) for NewRocket, a prominent ServiceNow partner and a leader in providing enterprise Agentic...
Featured Research
Featured research
eBook
Designing an AI-Native Contact Center
Forget CCaaS bolt-ons. This blueprint shows how to scale with AI as your command center.
Read now
Featured research
White Paper
The New Architecture of Customer Access
AI can cut handling time by 70% and boost CSAT by 32%. This white paper shows how to build around it.
Read now
Featured research
eBook
The Hidden Impact of AI in the Contact Center
AI’s biggest impact isn’t always flashy—it’s the smarter, quieter stuff that actually moves the needle.
Read now
Featured research
eBook
From Reactive to Ready: Scaling Contact Center Ops with WFM That Works
When customer demand shifts by the minute, your workforce strategy needs more than spreadsheets and guesswork it needs agile, AI-powered WFM built for digital service.
Read now
Featured research
Research Report
Get Better at ROI Projections for GenAI in Customer Service
Insights on how to turn GenAI pilots into enterprise-scale productivity systems—backed by architectural readiness and real outcomes
Read now
Featured research
Research Report
AI That Automates Outcomes - Not Just Interactions
Learn how to operationalize AI across the service stack with agent orchestration, copilots and unified data flows
Read now
Featured research
Research Report
Unlocking the Potential of Artificial Intelligence in Digital Customer Experience
Insights and Trends from Organizational Adoption
Read now
Featured research
eBook
How to Meet Your GenAI Goals While Mitigating the Risks
Pressure is mounting to create Generative AI solutions—but cautions abound. Here’s how to meet your goals, while reducing costs and risks.
Read now
Featured research
Guide
Your Blueprint to Generative Answering in Digital Self-Service, Building Next-Gen Experiences
Get real-world advice from 30+ enterprises on how to reduce hallucinations, boost security and design the ultimate generative experience.
Read now
Featured research
Research Report
Artificial Intelligence and The Digital Workplace: Altering the Future of Work
Nearly 1,400 executives give us their thoughts on AI, machine learning and new generative AI tools
Read now