AI in CX

July 3, 2026

The AI Customer Service Backlash: Why Customers Are Rejecting the Bots Brands Just Installed

New 2026 data shows customers are rejecting deflection-first AI support. Here is why the backlash is happening and how CX leaders should respond.

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Customer Service, CX Strategy

June 23, 2026

When a Companion Bot Claims a Medical License: The Pennsylvania Character.AI Suit

Pennsylvania alleges a Character.AI bot posed as a licensed psychiatrist. Here is what the suit means for healthcare CX leaders deploying patient-facing AI, and the disclosure, scope, and escalation controls to put in place before launch.

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Customer Service, CX Strategy

June 17, 2026

74% of Enterprises Rolled Back Their AI Agents. The Best-Governed Teams Pulled Back Hardest.

New Sinch research finds 74% of enterprises have rolled back a live AI customer service agent, and the rate climbs to 81% among the best-governed teams. Here is what it means for CX leaders and how to deploy AI without becoming the rollback statistic.

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Customer Service, CX Strategy

April 16, 2026

“I Hate Customer-Service Chatbots”: What the Refund Backlash Means for Your Contact Center

Consumers are turning on AI chatbots that deflect refunds instead of resolving them. Here is what CX and contact center leaders should fix before scaling automation.

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Customer Service, CX Strategy

AI Chatbot Pose Risks and Rewards for Healthcare Providers

March 5, 2026

AI Chatbots Are Now the #1 Health Tech Hazard. What That Means for Your Contact Center.

ECRI just ranked AI chatbot misuse the #1 health technology hazard of 2026. Here is what that means for healthcare CX leaders deploying patient-facing scheduling, billing, and triage bots.

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Call Center Management, Customer Service, CX Strategy