A contact center director I spoke with recently was proud of her team's AI rollout. Automated routing, real-time agent assist, call summarization — the works. Six months in, customer satisfaction scores were trending upward and handle times were down. Then one of her AI-powered chat agents told a visibly distressed customer to "try to look [...]
One of the things that brought me great fulfilment this year was to serve as Chair of the Inclusive CX Committee (formerly the Diversity Advancement Committee) at the CXPA. As my term comes to a close this December, I find myself reflecting on the evolution our thinking has undergone throughout 2025. The name change wasn't [...]
This year, my husband and I traveled to Italy. We wandered through Venice's canals, explored Florence's art and architecture, visited Pisa, and spent time in Rome taking in its ancient streets and iconic landmarks. Like many visitors, we were drawn to the Trevi Fountain, the Spanish Steps, the Leaning Tower—the places that have witnessed centuries [...]
Sarah had all the right credentials. MBA from a top school, five years at McKinsey, three years leading customer experience at a Fortune 500 company. Her NPS scores were solid, customer satisfaction metrics trending upward, and she'd successfully implemented two major system upgrades. So why was her CEO asking pointed questions about "transformation impact" in [...]
