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

Digital Experience

Nvidia CEO Jensen Huang Tells the SaaS World: Agentic Is Here. Adobe Is Listening

Nvidia's Jensen Huang took the Adobe Summit stage with a blunt message: agentic AI isn't coming — it's here. What it means for CX leaders.

Article

Customer Experience

Stop Blaming AI: Why Your Customer Service Experience Feels Broken

Efficiency isn’t the enemy of empathy — bad system design is.

Article

Customer Experience

Where AI Wins — And Where It Still Falls Apart in Customer Service

With AI handling the basics, brands are judged on how well they manage complexity and empathy.

Article

Customer Experience

AI Has Changed Sales Prep — And Your Pitch Needs to Catch Up

Buyers already know your product. What they want to know is whether you understand their business.

Article

Customer Experience

Your Customers Trust Humans More Than AI — Even When AI Is Right

Accuracy isn’t enough. Perception, emotion and trust still tilt the scale.

Getting Started

Article

Customer Experience

PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands

Article

Digital Experience

Senator Mark Warner on AI's Risks: 'I Am Terrified.'

Article

Digital Experience

Embodied AI Is Changing Where Intelligence Lives in the Enterprise

Getting Started

Article

Customer Experience

PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands

Article

Digital Experience

Senator Mark Warner on AI's Risks: 'I Am Terrified.'

Article

Digital Experience

Embodied AI Is Changing Where Intelligence Lives in the Enterprise

Getting Started

Article

Customer Experience

PolyAI Launches Agent Development Kit to Put Enterprise CX Development Back in Developers' Hands

Article

Digital Experience

Senator Mark Warner on AI's Risks: 'I Am Terrified.'

Article

Digital Experience

Embodied AI Is Changing Where Intelligence Lives in the Enterprise

Learning Opportunities

Highway to AI

Where Contact Center AI Is Actually Headed

A straight read on where the contact center platform market is going and what it means for your next technology decision.

Puppet Show

How Marketing Teams Can Take Control of the Web Experience

See how Veo and Kvalifik put marketing in the driver's seat, shipping faster and growing qualified bookings by 150%.

Two chairs, two audiences

Two Audiences, One WordPress. Is Yours Ready?

The practical steps to making your WordPress portfolio ready for both human visitors and AI agents.

Roadmap

From Content Sprawl to Competitive Advantage: A Knowledge Operations Roadmap

How automation, AI and a centralized content platform turn knowledge fragmentation into a scalable competitive advantage.

Darts

From AI Investment to CX Results: What Enterprise Leaders Need to Know

Move beyond experiments. See how top enterprises scale AI for CX results.

AI for Your DXP: Connect What You Have, Transform How You Work

AI for Your DXP: Connect What You Have, Transform How You Work

Most AI strategies stop at the platform—but work happens elsewhere. Bring intelligence into Teams, email, tickets and CRM.

Highway to AI

Where Contact Center AI Is Actually Headed

A straight read on where the contact center platform market is going and what it means for your next technology decision.

Puppet Show

How Marketing Teams Can Take Control of the Web Experience

See how Veo and Kvalifik put marketing in the driver's seat, shipping faster and growing qualified bookings by 150%.

Two chairs, two audiences

Two Audiences, One WordPress. Is Yours Ready?

The practical steps to making your WordPress portfolio ready for both human visitors and AI agents.

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 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?

Mind The Agentic Action Gap: Stop Losing Money With AI Agents

Latest Articles

Article

Customer Experience

Does Gemini-Powered Siri Signal the End of Traditional Search Rankings?

Article

Letter AI Raises $40M Series B, Launches Deal-Level Enablement Tool

Article

Customer Experience

AUI Acquires CX Start-up Quack AI in $15M Deal to Expand Agentic AI for Customer Service

Article

Customer Experience

The Great Customer Service AI Rehiring Is Coming

Article

Digital Experience

The Reality of AI in the DX Stack: What’s Working, What’s Not and Why

Article

Digital Experience

Ibexa Announces AI Orchestration Layer, Unification of 5 Martech Brands Under Ibexa Umbrella

Latest Articles

Article

Customer Experience

Does Gemini-Powered Siri Signal the End of Traditional Search Rankings?

Article

Letter AI Raises $40M Series B, Launches Deal-Level Enablement Tool

Article

Customer Experience

AUI Acquires CX Start-up Quack AI in $15M Deal to Expand Agentic AI for Customer Service

Article

Customer Experience

The Great Customer Service AI Rehiring Is Coming

Article

Digital Experience

The Reality of AI in the DX Stack: What’s Working, What’s Not and Why

Article

Digital Experience

Ibexa Announces AI Orchestration Layer, Unification of 5 Martech Brands Under Ibexa Umbrella

Latest Articles

Article

Customer Experience

Does Gemini-Powered Siri Signal the End of Traditional Search Rankings?

Article

Letter AI Raises $40M Series B, Launches Deal-Level Enablement Tool

Article

Customer Experience

AUI Acquires CX Start-up Quack AI in $15M Deal to Expand Agentic AI for Customer Service

Article

Customer Experience

The Great Customer Service AI Rehiring Is Coming

Article

Digital Experience

The Reality of AI in the DX Stack: What’s Working, What’s Not and Why

Article

Digital Experience

Ibexa Announces AI Orchestration Layer, Unification of 5 Martech Brands Under Ibexa Umbrella

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

Satya Karteek Gudipati is a Principal Software Engineer at Prosper (Texas, USA) with 15 years of experience delivering enterprise AI...

Satya Karteek Gudipati Satya Karteek Gudipati is a Principal Software Engineer at Prosper (Texas, USA) with 15 years of experience delivering enterprise AI...

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...

Catherine Brinkman is an AI strategist, executive trainer and keynote speaker based in Columbus, Ohio.She is the founder of Boundary...

Catherine Brinkman Catherine Brinkman is an AI strategist, executive trainer and keynote speaker based in Columbus, Ohio.She is the founder of Boundary...

Tal Klein returns to Lakeside after previously serving as CMO from 2015 to 2019. He most recently led marketing at...

Tal Klein Tal Klein returns to Lakeside after previously serving as CMO from 2015 to 2019. He most recently led marketing at...

Alex Kantrowitz is the founder and reporter for Big Technology and on-air contributor at CNBC. He was most recently a senior...

Alex Kantrowitz Alex Kantrowitz is the founder and reporter for Big Technology and on-air contributor at CNBC. He was most recently a senior...

Featured Research

Featured research

Only 15% achieve real AI ROI — is your enterprise closing the action gap?

Featured research

A primer for the future of humans in the loop working with AI agents.

Featured research

A data readiness framework for leaders preparing generative and agentic AI for real-world autonomy

Featured research

What conversational AI reveals about orchestration, workflow redesign and execution at scale

Featured research

What high-scale AI systems reveal about context, orchestration and why most AI fails between experimentation and execution.

Featured research

AI’s biggest impact isn’t always flashy—it’s the smarter, quieter stuff that actually moves the needle.

Featured research

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

Insights and Trends from Organizational Adoption

Featured research

Nearly 1,400 executives give us their thoughts on AI, machine learning and new generative AI tools