Kathy Ross
Customer experience voice
16 stories · newest first · 13 in 2026 · 5 in the last 90 days
Gartner Warns CX AI Budgets Are Surging
Gartner says customer service AI spending rose 38%, but CX leaders now face urgent governance, ROI, and trust challenges.
Rob Wilkinson · 6 min read · 2 Sept 2026
Genesys: AI Alone Won’t Fix Broken CX
Genesys’ 2026 State of CX report shows why agentic orchestration, data, cloud, and human agents will define AI-powered CX.
Rob Wilkinson · 7 min read · 1 Sept 2026
Bill Gates AI Warning Should Shake CX Leaders
AI in CX is no longer a question of whether service teams can automate more work. Bill Gates’ latest warning about artificial intelligence points to a sharpe...
Rob Wilkinson · 6 min read · 31 Aug 2026
Can Crescendo’s AI Agents Really Run the Whole CX Operation?
Crescendo launches an AI-native CX platform using AI agents to run service operations, improve quality, and challenge legacy CX stacks.
Rob Wilkinson · 7 min read · 28 Aug 2026
TTEC Digital Lands First Agentforce Contact Center Go-Live
TTEC Digital completes the first live Salesforce Agentforce Contact Center deployment with Compass, showing agentic AI’s CX potential.
Rob Wilkinson · 5 min read · 26 Aug 2026
From SaaS to Agents-as-a-Service: Microsoft’s Aims to Redefine the CX Tech Stack
Microsoft’s Q4 earnings show CX tech shifting from SaaS seats to autonomous AI agents, usage-based billing, and agent-first workflows.
Rob Wilkinson · 8 min read · 30 Jul 2026
Verint Agent Factory: Can Hybrid Human-AI Workforce Orchestration Actually Work?
Verint's Agent Factory , launched at Engage 2026 alongside a completed Calabrio merger, is trying to become the control layer for a contact center workforce ...
Rebekah Carter · 16 min read · 29 Jul 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 5 min read · 28 Jul 2026
Uber Cuts 10% of Customer Service Team as AI Reshapes CX Operations
Uber cuts 10% of customer service jobs as AI reshapes contact centers, raising questions over process, data, and human escalation.
Alex Cole · 5 min read · 27 Jul 2026
HubSpot Takes Aim at AI Agent Sprawl
HubSpot launches Agent Hub and Agent Builder to help CX, sales, and marketing teams manage AI agents with shared CRM context.
Rob Wilkinson · 5 min read · 27 Jul 2026
Gartner to CX Leaders: Stop Treating AI Agents Like Employees
Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight.
Rhys Fisher · 1 min read · 22 Jul 2026
Gartner Warns Enterprises Against Cutting Support Teams to Fund AI
AI spending is set to double while Gartner advises enterprises to retain skilled staff for stable customer service operations.
Francesca Roche · 4 min read · 3 Apr 2026
AI's Broken Promise: Customer Service Automation Costs Set to Soar
Gartner warns gen AI customer service costs will hit $3 per resolution by 2030—more than offshore agents. Hidden infrastructure expenses and ending subsidies threaten ROI. What CX leaders need to know.
Rhys Fisher · 5 min read · 3 Feb 2026
Gartner: No Fortune 500 Firms Will Fully Replace Customer Support Staff with AI by 2028
Gartner has predicted that no Fortune 500 company will fully replace human customer service employees with AI by 2028. The prediction comes as companies rush...
Nicole Willing · 3 min read · 18 Sept 2025
Almost Half of Customer Service Tech Deployments Miss the Mark, Finds Gartner
A new Gartner survey has found that almost half of the time, new customer service technology deployments don't deliver the desired results. Unsurprisingly, t...
Floyd March · 3 min read · 9 Jul 2025
Gartner: A “Connected Rep” Strategy Will Improve Contact Center Efficiency by 30 Percent
Before 2026, contact centers that deploy a "connected rep" strategy will improve operational efficiency by 30 percent – according to Gartner. The market anal...
Charlie Mitchell · 3 min read · 14 Feb 2023