Experience
Trends and insights about improving experience for employees, customers, and buyers
Mika Yamamoto at AI Summit: How AI supports customers and employees
Freshworks’ CCMO explains how a new generation of AI agents will drive productivity and job satisfaction
1 min read
The critical skill workers need in an AI-powered world
Workplace AI expert and author Matt Beane explains what interactional expertise is and why your career may depend on it
Howard Rabinowitz
4 mins read
Josh Bersin: Why we’ll learn to love AI agents
One of the leading minds in workplace tech sees a bright future for next-generation AI agents—and employees who work closely with them
Howard Rabinowitz
4 mins read
Closing the critical gap in customer experience
If your employees aren’t satisfied internal customers, they won’t deliver satisfying outcomes to your real customers
Jeff Davis
4 mins read
The trouble with great chatbots
Customers love the support they get from most AI chatbots—until they find out they're talking to a chatbot. How can companies solve this dilemma?
Dan Tynan
6 mins read
Winning the (nonstop) race for great customer experience
Every company strives for service excellence. In the new era of AI, why are so few delivering?
Dan Tynan
6 mins read
The next-gen customer support agent
Your top agents shouldn’t just be AI-conversant—they need high EQ and important soft skills
Todd Krieger
3 mins read
The smartest bets on AI for customer service
Our roundtable of leading experts offer their insights on a high-stakes business challenge
Jeff Davis
4 mins read