AI in CX

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.

Full Story

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.

Full Story

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.

Full Story

Call Center Management, Customer Service, CX Strategy