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The Business of Enterprise AI
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

Feature
Article
Digital Experience
Senator Mark Warner on AI's Risks: 'I Am Terrified.'
Amid AI’s rapid advances, the three-term senator from Virginia says nobody’s ready for what the technology could do to us.
Editorial
Article
Digital Experience
Embodied AI Is Changing Where Intelligence Lives in the Enterprise
As AI moves into robots and physical systems, leaders must rethink operations, workforce models and how intelligence shapes real-world work.
Editorial
Article
Customer Experience
Does Gemini-Powered Siri Signal the End of Traditional Search Rankings?
As voice search becomes AI synthesis, marketers must optimize for conversational inclusion — not blue-link visibility.
News
Article
AI News
Letter AI Raises $40M Series B, Launches Deal-Level Enablement Tool
Four months after its Series A, Letter AI debuts Letter Compass for personalized sales guidance.
Editorial
Article
Customer Experience
The Great Customer Service AI Rehiring Is Coming
Organizations chasing headcount reduction are discovering AI’s limits — and rediscovering human value.
Learning Opportunities
Webinar
Search
Apr
14
The State of Enterprise Site Search: Moving Beyond "Good Enough"
Join CMSWire and SearchStax for a conversation about how enterprise IT and marketing leaders are moving beyond basic site search.
Register
Webinar
AI for Your DXP: Connect What You Have, Transform How You Work
Apr
23
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.
Register
Webinar
Navigating Content Decisions at Scale
On demand
Content Leaders Collective: Navigating Content Decisions at Scale
Discover how content leaders are modernizing content operations, avoiding costly missteps and preparing for scale and AI.
Watch Now
Webinar
Speed and complexity
On demand
Content Strategy Leaders Live: Scaling for Speed, Complexity and AI in High Tech
A candid roundtable on how high-tech leaders are rethinking content at scale.
Watch Now
Webinar
Cloud Contact Center
On demand
Do More with Less: Modernizing the Cloud Contact Center for 2026
Learn how to leverage cloud platforms without adding a single hire to personalize every customer interaction.
Watch Now
Webinar
Complex, internal combustion engine or fine clockwork.
On demand
Cut the Noise: Deploying AI That Actually Moves the Needle
Learn how to turn AI experimentation into concrete revenue operations.
Watch Now
Webinar
Search
Apr
14
The State of Enterprise Site Search: Moving Beyond "Good Enough"
Join CMSWire and SearchStax for a conversation about how enterprise IT and marketing leaders are moving beyond basic site search.
Register
Webinar
AI for Your DXP: Connect What You Have, Transform How You Work
Apr
23
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.
Register
Webinar
Navigating Content Decisions at Scale
On demand
Content Leaders Collective: Navigating Content Decisions at Scale
Discover how content leaders are modernizing content operations, avoiding costly missteps and preparing for scale and AI.
Watch Now

Featured White Paper

Why Enterprise AI Fails at Scale
A data readiness framework for leaders preparing generative and agentic AI for real-world autonomy
Examine why enterprise AI fails at scale and why data readiness is the single strongest predictor of success for advanced AI.
Why Enterprise AI Fails at Scale

People Covering AI in Customer Experience (CX)

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...
As the US and global chief AI engineering officer, Scott is in charge of PwC’s cutting-edge technology development in areas...
Scott LikensAs the US and global chief AI engineering officer, Scott is in charge of PwC’s cutting-edge technology development in areas...
Pierre DeBois is the founder and CEO of Zimana, an analytics services firm that helps organizations achieve improvements in marketing,...
Pierre DeBoisPierre DeBois is the founder and CEO of Zimana, an analytics services firm that helps organizations achieve improvements in marketing,...
Michelle Hawley is a writer, editor and content strategist based in Pennsylvania. She currently serves as Editorial Director at Simpler Media...
Michelle HawleyMichelle Hawley is a writer, editor and content strategist based in Pennsylvania. She currently serves as Editorial Director at Simpler Media...
With more than 20 years in customer service, Tue is fueled by his passion. He sees software as a force...
Tue SottrupWith more than 20 years in customer service, Tue is fueled by his passion. He sees software as a force...
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,...
Featured Research
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
Designing an AI-Native Contact Center
Forget CCaaS bolt-ons. This blueprint shows how to scale with AI as your command center.
Featured research
White Paper
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
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
eBook
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
Guide
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