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Investigations, trends, and learnings in AI-powered customer experience.

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  • Afiniti
  • Financial Services

The New Architecture of Trust in Financial Services

  • December 11, 2025
  • Customer Experience
Where Customer Experience Actually Happens: Rethinking the Contact Center in a Multi-Channel World
  • December 9, 2025
  • Financial Services
Adopting AI in Finance: Why Caution Is Natural, and Progress Is Possible
  • November 12, 2025
  • Financial Services
Empathy Is the Real Currency in Financial Services
  • October 28, 2025
  • Financial Services
Perceived Value in Financial Services: More Than Meets the Eye
  • October 14, 2025
  • Customer Experience
Reducing Calls or Reducing Defects?
  • September 16, 2025
  • Agent Experience
The Other Half: Channel Consistency
  • September 11, 2025
  • Agent Experience
Data Persistence or Agent Persistence?
  • September 2, 2025
  • Customer Experience
Perception: At the Core of Customer Experience in the Contact Center
  • August 26, 2025
  • Customer Experience
Why the Contact Center Still Matters in the Age of Digital CX
  • August 19, 2025
  • Hospitality
Hospitality at Scale: Using AI to Improve Guest Experience
  • August 11, 2025
  • Customer Experience, Telco
How AI and Flexibility Drive Exceptional Customer Service
  • August 11, 2025
  • Customer Experience, Telco
Every Call Counts: How To Scale Customer Experience
  • August 11, 2025
  • Telco
How Data and Partnership Drive a Customer-Centric Revolution
  • August 11, 2025

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