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).

Featured Reading

Article

Customer Experience

A Practical CX Leader’s Guide to Breaking AI Paralysis

Governance first. Use cases second. Speed last. A 90-day framework replaces AI chaos with measurable CX progress.

Article

OpenAI to Test Ads in ChatGPT Free Tier

OpenAI promises ads won’t influence ChatGPT responses or sell user data. Enterprise customers remain ad-free — for now.

Article

Customer Experience

Parloa Raises $350M for Enterprise Customer Experience

Agentic AI vendor triples valuation in seven months to $3B to fuel global expansion of agentic customer experience platform.

Article

Deepgram Hits $1.3B Valuation With $130M Series C

Deepgram, a voice AI platform provider, reaches unicorn status as enterprise conversational AI market surges toward $50B.

Article

Customer Experience

Google Unveils Gemini Enterprise for Customer Experience

AI platform merges shopping and service into one unified retail experience.

Getting Started

Article

Digital Experience

Light Your Loop: Why Being Seen, Heard and Cited Is Your New Growth Engine

Article

Digital Experience

The Top CES 2026 Highlights — and the CX Shift Hiding in Plain Sight

Article

Google Launches Universal Commerce Protocol (UCP) to Fix AI Commerce Sprawl

Getting Started

Article

Digital Experience

Light Your Loop: Why Being Seen, Heard and Cited Is Your New Growth Engine

Article

Digital Experience

The Top CES 2026 Highlights — and the CX Shift Hiding in Plain Sight

Article

Google Launches Universal Commerce Protocol (UCP) to Fix AI Commerce Sprawl

Getting Started

Article

Digital Experience

Light Your Loop: Why Being Seen, Heard and Cited Is Your New Growth Engine

Article

Digital Experience

The Top CES 2026 Highlights — and the CX Shift Hiding in Plain Sight

Article

Google Launches Universal Commerce Protocol (UCP) to Fix AI Commerce Sprawl

Learning Opportunities

Complex, internal combustion engine or fine clockwork.

Cut the Noise: Deploying AI That Actually Moves the Needle

Learn how to turn AI experimentation into concrete revenue operations.

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.

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.

Complex, internal combustion engine or fine clockwork.

Cut the Noise: Deploying AI That Actually Moves the Needle

Learn how to turn AI experimentation into concrete revenue operations.

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.

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

Customer Experience

Better Data Means Better AI Across the Customer Journey

Article

Is This the Year of the Artificial Intelligence Call Center?

Article

Patch Your Agentic AI Usability Cracks Before Your Customers Walk

A Deeper Dive

Article

Customer Experience

Better Data Means Better AI Across the Customer Journey

Article

Is This the Year of the Artificial Intelligence Call Center?

Article

Patch Your Agentic AI Usability Cracks Before Your Customers Walk

A Deeper Dive

Article

Customer Experience

Better Data Means Better AI Across the Customer Journey

Article

Is This the Year of the Artificial Intelligence Call Center?

Article

Patch Your Agentic AI Usability Cracks Before Your Customers Walk

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

What Really Defines AI-Mature Contact Centers in 2026

Article

Digital Experience

4 Ways AI Breaks Marketing Trust — and What Comes Next for 2026

Article

Customer Experience

AI Didn’t Replace CX. It Re-Engineered It.

Article

Digital Experience

The End of the Click: The First Touchpoint Is No Longer Your Website

Article

Customer Experience

Agentic AI Is Forcing a Rethink of Customer Experience Leadership

Article

Alchemer Adds Conversational AI to Customer Feedback Platform

Latest Articles

Article

What Really Defines AI-Mature Contact Centers in 2026

Article

Digital Experience

4 Ways AI Breaks Marketing Trust — and What Comes Next for 2026

Article

Customer Experience

AI Didn’t Replace CX. It Re-Engineered It.

Article

Digital Experience

The End of the Click: The First Touchpoint Is No Longer Your Website

Article

Customer Experience

Agentic AI Is Forcing a Rethink of Customer Experience Leadership

Article

Alchemer Adds Conversational AI to Customer Feedback Platform

Latest Articles

Article

What Really Defines AI-Mature Contact Centers in 2026

Article

Digital Experience

4 Ways AI Breaks Marketing Trust — and What Comes Next for 2026

Article

Customer Experience

AI Didn’t Replace CX. It Re-Engineered It.

Article

Digital Experience

The End of the Click: The First Touchpoint Is No Longer Your Website

Article

Customer Experience

Agentic AI Is Forcing a Rethink of Customer Experience Leadership

Article

Alchemer Adds Conversational AI to Customer Feedback Platform

People Covering AI in Customer Experience (CX)

John Samuel, Chief Operating Officer, Computer Generated Solutions, Inc. (CGS), oversees global operations for CGS, where his focus is driving...

John Samuel John Samuel, Chief Operating Officer, Computer Generated Solutions, Inc. (CGS), oversees global operations for CGS, where his focus is driving...

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,...

Greg Boone is a seasoned executive and thought leader at the forefront of customer experience (CX), AI-driven marketing, and digital...

Greg Boone Greg Boone is a seasoned executive and thought leader at the forefront of customer experience (CX), AI-driven marketing, and digital...

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...

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

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