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).

Channel Sponsored By:

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

Synthflow Deploys BELL: Voice AI Risk Control for Call Centers

Synthflow launches BELL, a voice AI lifecycle framework that reduces deployment risk and boosts reliability for enterprise call centers.

Article

Digital Experience

Coveo Launches RAG-as-a-Service for AWS AI Agents

Search vendor adds managed retrieval layer for enterprise AI deployments.

Article

Fountech AI Debuts Anticip8 1.0 For Behavior Prediction

Applied AI lab Fountech releases Anticip8 1.0, a behavior forecasting tool with 85% accuracy claims.

Article

Customer Experience

Is AI a New Holiday Shopping Trend? Here’s What Data Reveals

Consumers want AI convenience but don’t trust it yet. Here’s how brands can bridge the gap and win holiday shoppers in 2025.

Article

Customer Experience

Gemini 3 Raises the Bar for AI: What It Means for CX and Marketing Leaders

Google’s newest model brings deeper reasoning, multimodal intelligence and agentic automation—resetting expectations for what AI delivers for CX.

Getting Started

Article

Digital Marketing

Iterable Adds MCP Server to Agentic Marketing Suite

Article

The Rise of AI as a Real-Time Coach in the Modern Contact Center

Article

Customer Experience

Better Data Means Better AI Across the Customer Journey

Getting Started

Article

Digital Marketing

Iterable Adds MCP Server to Agentic Marketing Suite

Article

The Rise of AI as a Real-Time Coach in the Modern Contact Center

Article

Customer Experience

Better Data Means Better AI Across the Customer Journey

Getting Started

Article

Digital Marketing

Iterable Adds MCP Server to Agentic Marketing Suite

Article

The Rise of AI as a Real-Time Coach in the Modern Contact Center

Article

Customer Experience

Better Data Means Better AI Across the Customer Journey

Learning Opportunities

Rebrand. Migrate. Optimize. How to Do It All (Without Slowing Down)

Rebrand. Migrate. Optimize. How to Do It All (Without Slowing Down)

Cresta leveled up site speed, design flexibility and marketer sanity (in record time). Find out how.

Scheme of semiconductors

[EIS Webinar] Beyond the Pilot: Why Most GenAI Projects Fail to Scale and How to Become One of the Success Stories

Move from experimental projects to integrated solutions that drive strategic decision-making.

From Manual to Magical: How AI Transforms CX Teams

From Manual to Magical: How AI Transforms CX Teams

Learn how to replace manual support processes with automation that actually delivers.

How to Build a Solid Knowledge Foundation for AI Success

How to Build a Solid Knowledge Foundation for AI Success

See how leading brands keep their AI honest, compliant and actually helpful.

Overloaded car

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.

Storage

Beyond Storage: Smarter Content, Bigger Impact with DAM + AI

Discover how the DAM + AI duo makes content smarter, stronger and more accessible.

Rebrand. Migrate. Optimize. How to Do It All (Without Slowing Down)

Rebrand. Migrate. Optimize. How to Do It All (Without Slowing Down)

Cresta leveled up site speed, design flexibility and marketer sanity (in record time). Find out how.

Scheme of semiconductors

[EIS Webinar] Beyond the Pilot: Why Most GenAI Projects Fail to Scale and How to Become One of the Success Stories

Move from experimental projects to integrated solutions that drive strategic decision-making.

From Manual to Magical: How AI Transforms CX Teams

From Manual to Magical: How AI Transforms CX Teams

Learn how to replace manual support processes with automation that actually delivers.

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 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

Article

Digital Experience

OpenAI, The ‘Bailout,' and the Likely Path Forward

Article

Customer Experience

The CX Cost of AI-Washing: Lost Trust, Bad Data, Real Risks

Article

Customer Experience

Freshworks Adds AI Tools to Reduce CX Complexity Boost Support

Article

The Hard Truth About Human-Like AI Conversations

Article

Digital Experience

10 UX Design Patterns That Improve AI Accuracy and Customer Trust

Article

Customer Experience

AI in Customer Service: Billion-Dollar Mistake When Deployed Wrong

Latest Articles

Article

Digital Experience

OpenAI, The ‘Bailout,' and the Likely Path Forward

Article

Customer Experience

The CX Cost of AI-Washing: Lost Trust, Bad Data, Real Risks

Article

Customer Experience

Freshworks Adds AI Tools to Reduce CX Complexity Boost Support

Article

The Hard Truth About Human-Like AI Conversations

Article

Digital Experience

10 UX Design Patterns That Improve AI Accuracy and Customer Trust

Article

Customer Experience

AI in Customer Service: Billion-Dollar Mistake When Deployed Wrong

Latest Articles

Article

Digital Experience

OpenAI, The ‘Bailout,' and the Likely Path Forward

Article

Customer Experience

The CX Cost of AI-Washing: Lost Trust, Bad Data, Real Risks

Article

Customer Experience

Freshworks Adds AI Tools to Reduce CX Complexity Boost Support

Article

The Hard Truth About Human-Like AI Conversations

Article

Digital Experience

10 UX Design Patterns That Improve AI Accuracy and Customer Trust

Article

Customer Experience

AI in Customer Service: Billion-Dollar Mistake When Deployed Wrong

People Covering AI in Customer Experience (CX)

Michelle Hawley is a writer, editor and content strategist based in Pennsylvania. She currently serves as Editorial Director at Simpler Media...

Michelle Hawley Michelle Hawley is a writer, editor and content strategist based in Pennsylvania. She currently serves as Editorial Director at Simpler Media...

Dom Nicastro is an award-winning journalist, editor and media personality with over 25 years of experience covering sports, consumer trends,...

Dom Nicastro Dom Nicastro is an award-winning journalist, editor and media personality with over 25 years of experience covering sports, consumer trends,...

Michael Podolsky is an entrepreneur and an expert in customer service and leadership. He is CEO and co-founder of PissedConsumer.com, a...

Michael Podolsky Michael Podolsky is an entrepreneur and an expert in customer service and leadership. He is CEO and co-founder of PissedConsumer.com, a...

Pierre DeBois is the founder and CEO of Zimana, an analytics services firm that helps organizations achieve improvements in marketing,...

Pierre DeBois Pierre DeBois is the founder and CEO of Zimana, an analytics services firm that helps organizations achieve improvements in marketing,...

Tod Chisholm has nearly 30 years’ experience in driving growth for financing and channel companies through the strategic leadership of...

Tod Chisholm Tod Chisholm has nearly 30 years’ experience in driving growth for financing and channel companies through the strategic leadership of...

Marcy Riordan is an award-winning analytics and AI leader with over 25 years of experience driving transformative customer experience solutions....

Marcy Riordan Marcy Riordan is an award-winning analytics and AI leader with over 25 years of experience driving transformative customer experience solutions....

Featured Research

Featured research

Designing an AI-Native Contact Center

Forget CCaaS bolt-ons. This blueprint shows how to scale with AI as your command center.

Featured research

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.

Featured research

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.

Featured research

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.

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

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