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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Kristen Bell is Creating a NiCEr World

We teamed up with Kristen Bell, the NiCEst person on earth, to train our AI.
The result? Smarter service that’s seamless, connected, and surprisingly human. That’s how you create a NiCEr world.

Featured Reading

Article

Digital Experience

Is Your Board Ready for AI? Questions Every CX Leader Must Answer

Boards must shift from “should we invest?” to “are we ready?” when it comes to AI transformation.

Article

Customer Experience

Voice of the Customer Needs a Reset: Enter AI

Why CX leaders must evolve from measuring satisfaction to predicting behavior.

Article

Customer Experience

9 AI Chatbot Platforms You Should Consider for 2025

Cut through the noise: our data-driven list highlights the best-reviewed AI chatbot providers for enterprise and SMBs.

Article

Customer Experience

Tale of Two Countries: US vs. Japan in Customer Experience and AI

Consumer rage, complaint behavior and AI adoption look very different in the U.S. and Japan—offering sharp lessons for CX leaders.

Article

Customer Experience

Cognitive Debt in CX: How AI May Be Quietly Steering Your Customers

MIT research shows AI changes how we think. In CX, that’s a power leaders must wield with care.

Getting Started

Article

Customer Experience

Why Generative AI Chatbots Need a New Playbook for Analytics

Article

Digital Experience

Can AI Flip the Switch From Reactive to Proactive Web Management?

Article

Agentic AI in Contact Centers: The Next Big Shift in Customer Experience

Getting Started

Article

Customer Experience

Why Generative AI Chatbots Need a New Playbook for Analytics

Article

Digital Experience

Can AI Flip the Switch From Reactive to Proactive Web Management?

Article

Agentic AI in Contact Centers: The Next Big Shift in Customer Experience

Getting Started

Article

Customer Experience

Why Generative AI Chatbots Need a New Playbook for Analytics

Article

Digital Experience

Can AI Flip the Switch From Reactive to Proactive Web Management?

Article

Agentic AI in Contact Centers: The Next Big Shift in Customer Experience

Learning Opportunities

Creating Content Live

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.

Salesforce that works

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.

AI team is working

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.

Chess Strategy

From Hype to High-Impact CX Strategies That Actually Scale

Turn buzzworthy AI and outsourcing trends into measurable CX wins with fresh 2025 data.

Rethinking Jenga

Insights to Action Rethinking the Contact Center for Real Business Impact

Join our exclusive webinar to hear CX executives share their innovative strategies for transforming service delivery.

Healthcare Ops with AI

Accelerating Healthcare Ops with AI

Sign up to see how your peers are putting AI to work — and making it stick.

Creating Content Live

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.

Salesforce that works

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.

AI team is working

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.

A Deeper Dive

Article

Is This the Year of the Artificial Intelligence Call Center?

Article

Patch Your Agentic AI Usability Cracks Before Your Customers Walk

Article

As AI Reshapes Customer Support, Does Your Knowledge Base Keep Up?

A Deeper Dive

Article

Is This the Year of the Artificial Intelligence Call Center?

Article

Patch Your Agentic AI Usability Cracks Before Your Customers Walk

Article

As AI Reshapes Customer Support, Does Your Knowledge Base Keep Up?

A Deeper Dive

Article

Is This the Year of the Artificial Intelligence Call Center?

Article

Patch Your Agentic AI Usability Cracks Before Your Customers Walk

Article

As AI Reshapes Customer Support, Does Your Knowledge Base Keep Up?

Featured 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

This report, supported by NiCE, outlines how to take GenAI from experimental to essential—connecting use cases to impact across agent workflows, customer touchpoints and enterprise goals.

Strategic GenAI Deployment for Customer Operations

Latest Articles

Article

Digital Experience

How Century-Old Indian Brands Are Winning with AR, AI and Immersive Experiences

Article

Customer Experience

OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love

Article

8x8 Launches AI-Powered Campaign Featuring Contact Center and CX Leaders

Article

Customer Experience

Customer Data Management in 2025: AI’s Role in Personalization, Prediction and Trust

Article

Digital Experience

The Making of Anthropic CEO Dario Amodei

Article

Customer Experience

The Insurance CX Upgrade: AI and Virtual Assistants in Action

Latest Articles

Article

Digital Experience

How Century-Old Indian Brands Are Winning with AR, AI and Immersive Experiences

Article

Customer Experience

OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love

Article

8x8 Launches AI-Powered Campaign Featuring Contact Center and CX Leaders

Article

Customer Experience

Customer Data Management in 2025: AI’s Role in Personalization, Prediction and Trust

Article

Digital Experience

The Making of Anthropic CEO Dario Amodei

Article

Customer Experience

The Insurance CX Upgrade: AI and Virtual Assistants in Action

Latest Articles

Article

Digital Experience

How Century-Old Indian Brands Are Winning with AR, AI and Immersive Experiences

Article

Customer Experience

OpenAI Forgot the Golden Rule of CX: Don’t Yank Away What Customers Love

Article

8x8 Launches AI-Powered Campaign Featuring Contact Center and CX Leaders

Article

Customer Experience

Customer Data Management in 2025: AI’s Role in Personalization, Prediction and Trust

Article

Digital Experience

The Making of Anthropic CEO Dario Amodei

Article

Customer Experience

The Insurance CX Upgrade: AI and Virtual Assistants in Action

People Covering AI in Customer Experience (CX)

As the US and global chief AI engineering officer, Scott is in charge of PwC’s cutting-edge technology development in areas...

Scott Likens As the US and global chief AI engineering officer, Scott is in charge of PwC’s cutting-edge technology development in areas...

Sue Duris, MBA, CCXP, is a strategic customer experience and business transformation leader with more than 15 years of expertise...

Sue Duris Sue Duris, MBA, CCXP, is a strategic customer experience and business transformation leader with more than 15 years of expertise...

Scott Clark is a Columbus, Ohio-based journalist, and writes about topics including customer experience, employee experience, artificial intelligence, social media...

Scott Clark Scott Clark is a Columbus, Ohio-based journalist, and writes about topics including customer experience, employee experience, artificial intelligence, social media...

Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). His research for the white House Office of...

John A. Goodman Mr. Goodman is Vice Chairman of Customer Care Measurement and Consulting (CCMC). His research for the white House Office of...

Nav Thethi is a highly respected digital strategist and thought leader in digital marketing, known for a distinct focus on customer...

Nav Thethi Nav Thethi is a highly respected digital strategist and thought leader in digital marketing, known for a distinct focus on customer...

Laurence Lock Lee is the co-founder and chief scientist at Swoop Analytics, a firm specializing in online social networking analytics....

Laurence Lock Lee Laurence Lock Lee is the co-founder and chief scientist at Swoop Analytics, a firm specializing in online social networking analytics....

Featured Research

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

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

Featured research

Five Ways Retailers Can Leverage AI With Immediate Impact

What do product recommendations, refund policies and onboarding have in common? They’re all getting a whole lot faster with the right AI.

Featured research

The Automation Playbook for Overwhelmed CX Teams

Reduce average handle time, fix bad handoffs and take your automation from clunky to clean.

Featured research

Research Report

Unlocking the Potential of Artificial Intelligence in Digital Customer Experience

Insights and Trends from Organizational Adoption

Featured research

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.

Featured research

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.

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