11x Raises $50M to continue building AI in Customer Experience. With this new funding, 11x has committed to advancing its goal of creating an automated workforce that takes over the repetitive tasks humans deal with every day.

AI is transforming the world—but at a cost. With energy demands set to surge, AI could consume nearly 20% of data center power by 2028, straining resources and delaying climate goals. As tech giants struggle to meet carbon-neutral pledges, solutions like efficient models, renewable energy, and nuclear power could hold the key to sustainable AI growth. Read on to explore the challenges and solutions shaping AI’s future.

Cresta’s $125 million Series D funding highlights the rapid growth of AI in customer service. Known for tools that analyze conversations and coach agents, Cresta is now expanding into voice AI agents to handle complex workflows alongside humans. This funding underscores the increasing investment in AI technology reshaping the customer experience industry.

AI is revolutionizing customer experience (CX) by enabling faster, more personalized service, but it comes with risks like bias, data privacy issues, and operational errors. In this post, we explore how businesses can mitigate these risks with a clear framework rooted in AI governance and ethical AI principles. Learn how to balance innovation with accountability to create trustworthy, customer-friendly AI solutions.

Salesforce just announced it’s hiring 1,000 new salespeople to keep up with the demand for its AI-powered agents. This big move shows just how eager businesses are to embrace AI in customer service. AI agents, like those from Salesforce, can handle customer questions 24/7, respond instantly, and improve with each interaction, leading to faster, more personal experiences for customers.

Agentive AI is transforming customer service by delivering proactive, autonomous support that meets customers’ needs instantly. Unlike traditional AI, agentive AI acts independently, handling complex tasks and personalizing interactions around the clock. Explore how this tech is reshaping customer experiences and the leading tools driving its adoption.

Sierra AI's $175 million funding round reflects surging investment in AI for customer experience, highlighting the industry’s shift towards automated customer service solutions.

In today's AI-driven world, delivering standout customer experiences requires a solid strategy. The 7 Pillars of CX Excellence provide a blueprint for organizations to stay ahead by leveraging AI tools, empowering agents, and crafting human-centered journeys. Discover how these pillars can future-proof your CX strategy and set your business apart in the rapidly evolving landscape.

The latest advancements from Google and Anthropic signal a major shift in AI technology, with new tools capable of autonomously navigating the web and controlling your computer.

AI has the potential to revolutionize customer experience, but without careful planning, implementations can go awry. From unclear objectives to poor design, the risks are real. In this post, we'll dive into the top five pitfalls that often derail AI projects and share practical strategies to avoid them. Whether you're just getting started or refining your approach, understanding these common mistakes will help you set your AI initiative up for success.

A new player in the AI space, Agency just announced $12M in seed funding to build AI Agents for Customer Success teams.

Decagon raises $100M to build autonomous AI Agents for customer support teams.

Turn every customer interaction into a fact-finding mission and position your CX functions as an insights powerhouse.

AI for CX has been hyped for over a decade, and the results have been underwhelming. This time, however, is different. The technology has arrived, and it’s time to get your CX team ready for what’s coming.

QA programs are great for compliance, but for improving the customer experience? They fall short. Instead, we need strong training and coaching programs that focus on skill development, not checklists.

As AI handles routine interactions with increasing quality, customers expectations for human interactions will increase. The NextGen CX agent will need these keys skills to meet those changing expectations.

Even with the amazing advances being made to AI for CX, an implementation can go wrong without the proper planning and preparation. Without the right strategy, you’ll leave your customers frustrated and executives disappointed.

These five, core roles will start your CX team on the right foot and help it be a core part of your growth.

Customer feedback is one of the most powerful tools for enhancing your business, but without a well-organized system, it can quickly become overwhelming noise. In “Mastering the Customer Feedback Cycle in the Age of AI,” we explore how to create an effective Voice of the Customer program that turns feedback into action.