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The Business of Enterprise AI
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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

News Analysis
Article
Customer Experience
AI Will Eliminate Nearly Half of All Customer Service Jobs by 2030
Forrester says 49% of customer service jobs will be gone by 2030. AI is already handling 90%+ of inquiries at Heathrow and 96% at Anthropic.
Editorial
Article
Customer Experience
Agentic Customer Experience: The CX Architecture Built for the World Customers Actually Live In
Customers aren't living inside your funnel. They never were. Here's how to build a system that meets them in their ecosystem.
Editorial
Article
Customer Experience
Beyond Chatbots: Designing AI Systems That Actually Resolve B2B Customer Problems
CIOs need AI that resolves customer issues, not just keeps tickets away from humans.
Editorial
Article
Digital Experience
AI Has a Public Relations Emergency — and It's Getting Worse
Graduates are booing AI at commencement. Polling is cratering. And infrastructure ambitions hang on public trust no one has earned yet.
Feature
Article
Digital Experience
What It Actually Takes to Build Gen AI Into Your Enterprise Marketing Stack
Gen AI bolted onto an enterprise marketing stack delivers pilot results. Built into it, it delivers transformation.
Learning Opportunities
Webinar
Rocket Science
Jun
16
From Legacy to Launch-Ready: How Gainbridge Made Its Website a Marketing-Led Growth Engine
Join in to learn how a D2C annuity brand gave marketing full website ownership — without slowing down or risking compliance.
Register
Webinar
Fragmented Puzzle
Jun
25
The Hidden Cost of Fragmented Customer Communication
Discover why growing businesses are rethinking the systems, workflows and communication habits shaping customer experience.
Register
Webinar
Legacy
Jun
30
How Modern Marketing Is Exposing the Limits of Legacy CMS
Why marketers are rethinking CMS workflows that slow publishing, personalization and campaign execution.
Register
Webinar
Prove the significant result not only in soccer
Jul
14
Content Leaders Collective: Proving Content’s Business Impact
Join us as top content leaders look beyond the buzzwords to share how they actually prove ROI and scale what works.
Register
Webinar
Stability
On demand
Content Strategy Leaders Live: Managing Risk, Compliance & AI in Financial Services
Learn how financial services leaders are modernizing content systems without disrupting trust, compliance or experience.
Watch Now
Webinar
Darts
On demand
From AI Investment to CX Results: What Enterprise Leaders Need to Know
Move beyond experiments. See how top enterprises scale AI for CX results.
Watch Now
Webinar
Rocket Science
Jun
16
From Legacy to Launch-Ready: How Gainbridge Made Its Website a Marketing-Led Growth Engine
Join in to learn how a D2C annuity brand gave marketing full website ownership — without slowing down or risking compliance.
Register
Webinar
Fragmented Puzzle
Jun
25
The Hidden Cost of Fragmented Customer Communication
Discover why growing businesses are rethinking the systems, workflows and communication habits shaping customer experience.
Register
Webinar
Legacy
Jun
30
How Modern Marketing Is Exposing the Limits of Legacy CMS
Why marketers are rethinking CMS workflows that slow publishing, personalization and campaign execution.
Register

Featured Research Report

The AI Transformation 100: Concrete Ideas for Fixing How We Work
100+ enterprise leaders, technologists and researchers share practical strategies for moving AI from experimentation to sustained operational impact
Developed by Glean and the Work AI Institute, this report brings together ideas from leaders who are deploying AI in production environments, refining governance models and learning what actually scales.
The AI Transformation 100: 100 Concrete Ideas for Fixing How We Work

Latest Articles

Editorial
Article
Digital Experience
Are AI’s Consumer Applications Hitting a Wall?
Editorial
Article
Customer Experience
User Experience Design Tips ... For the Agentic CX World
Editorial
Article
Contact Center
Agentic AI in CX: Friend or Foe of Human Agents?
News
Article
Customer Experience
Sierra Raises $950M at $15B Valuation, Eyes Transformation Beyond Customer Support
Editorial
Article
Customer Experience
AI in CX: Sanity Checking the Agent Workforce & Making It Experientially Great
Editorial
Article
Ecommerce
Agentic Commerce in 3 Phases. Here's What's Coming Next.

Latest Articles

Editorial
Article
Digital Experience
Are AI’s Consumer Applications Hitting a Wall?
Editorial
Article
Customer Experience
User Experience Design Tips ... For the Agentic CX World
Editorial
Article
Contact Center
Agentic AI in CX: Friend or Foe of Human Agents?
News
Article
Customer Experience
Sierra Raises $950M at $15B Valuation, Eyes Transformation Beyond Customer Support
Editorial
Article
Customer Experience
AI in CX: Sanity Checking the Agent Workforce & Making It Experientially Great
Editorial
Article
Ecommerce
Agentic Commerce in 3 Phases. Here's What's Coming Next.

Latest Articles

Editorial
Article
Digital Experience
Are AI’s Consumer Applications Hitting a Wall?
Editorial
Article
Customer Experience
User Experience Design Tips ... For the Agentic CX World
Editorial
Article
Contact Center
Agentic AI in CX: Friend or Foe of Human Agents?
News
Article
Customer Experience
Sierra Raises $950M at $15B Valuation, Eyes Transformation Beyond Customer Support
Editorial
Article
Customer Experience
AI in CX: Sanity Checking the Agent Workforce & Making It Experientially Great
Editorial
Article
Ecommerce
Agentic Commerce in 3 Phases. Here's What's Coming Next.

People Covering AI in Customer Experience (CX)

Dom Nicastro is an award-winning journalist, editor and media personality with over 25 years of experience covering sports, consumer trends,...
Dom NicastroDom Nicastro is an award-winning journalist, editor and media personality with over 25 years of experience covering sports, consumer trends,...
Dr. Ali Alkhafaji is a visionary AI leader and corporate strategist with over 25 years of experience driving transformation for...
Ali AlkhafajiDr. Ali Alkhafaji is a visionary AI leader and corporate strategist with over 25 years of experience driving transformation for...
Sudhir Prabhu is the co-founder and CTO of Wolken Software, which provides customer service solutions through AI-backed technologies. He started...
Sudhir PrabhuSudhir Prabhu is the co-founder and CTO of Wolken Software, which provides customer service solutions through AI-backed technologies. He started...
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...
Scott Clark is a Columbus, Ohio-based journalist, and writes about topics including customer experience, employee experience, artificial intelligence, social media...
Scott ClarkScott Clark is a Columbus, Ohio-based journalist, and writes about topics including customer experience, employee experience, artificial intelligence, social media...
Ashutosh Kachot is Vice President at Addact Technologies, where he leads digital engineering partnerships and platform delivery across enterprise CMS and...
Ashutosh KachotAshutosh Kachot is Vice President at Addact Technologies, where he leads digital engineering partnerships and platform delivery across enterprise CMS and...
Featured Research
Featured research
Research Report
The AI Transformation 100: Concrete Ideas for Fixing How We Work
100+ enterprise leaders, technologists and researchers share practical strategies for moving AI from experimentation to sustained operational impact
Featured research
White Paper
The Path to AI ROI: What CIOs Are Doing Differently
100+ IT leaders and professionals in the United States share insights on how to use AI to drive operational efficiency, business growth and competitive advantage
Featured research
Research Report
Mind The Agentic Action Gap: Stop Losing Money With AI Agents
Only 15% achieve real AI ROI — is your enterprise closing the action gap?
Featured research
Research Report
What Will Humans In The Loop Do?
A primer for the future of humans in the loop working with AI agents.
Featured research
White Paper
Why Enterprise AI Fails at Scale
A data readiness framework for leaders preparing generative and agentic AI for real-world autonomy
Featured research
Research Report
Designing AI-First Systems for Customer Access
What conversational AI reveals about orchestration, workflow redesign and execution at scale
Featured research
Research Report
Power Personalized CX with AI That Remembers What Customers Don’t Want to Repeat
What high-scale AI systems reveal about context, orchestration and why most AI fails between experimentation and execution.
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.
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.
Featured research
Research Report
Unlocking the Potential of Artificial Intelligence in Digital Customer Experience
Insights and Trends from Organizational Adoption
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