CX Strategy & Operations

Operating model design, managed services, vendor management, and strategic decisions facing CX leaders.

June 24, 20267 min read

Voice AI #5: CX Observability — Your New Operational Standard for IT and Business

Contact center monitoring used to mean watching servers. CCaaS shifted the question from platform health to journey health. Voice AI shifted it again. Here is what modern CX Observability actually needs to cover.

Read article

June 22, 20267 min read

Building a CX Operating Model That Survives an Agentic AI Rollout

Most CX operating models were not built for agentic AI. The organizations struggling with their AI rollouts are not struggling because they picked the wrong technology. They are struggling because they dropped new technology into an old operating model.

Read article