The contact center that runs on bolt-on AI and disconnected tools has a shelf life. Justin Robbins sat down with Cisco's Vinod Muthukrishnan at Cisco Live 2026 to understand what comes next.
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Customer Service
Executives keep asking for “simple” service experiences while quietly signing off on architectures that guarantee complexity and Atlassian’s Team ’26 made that contradiction impossible to ignore. This piece breaks down what Atlassian’s AI‑native bets on the Teamwork Graph, Rovo, Dia, and Incident Command Center really mean for who carries the complexity in your organization: your people or your systems.
Most VoC programs fail after listening starts. Insight builds. Nothing changes. This guide shows how to connect feedback to ownership, action, and measurable impact.
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Customers now resolve issues, form opinions, and make buying decisions without ever touching a brand channel. We break down how AI search and public ecosystems are reshaping self-service.
Transparency turns promises into proof. Justin Robbins shares how one company’s open communication built trust, loyalty, and a lasting competitive edge.
The wall between IT and customer service is crumbling. The future belongs to enterprises bold enough to unify them into a single service powerhouse.
Tired of forgettable service? Discover how bold, no-safety-net moments can turn your brand into one customers actually remember. This isn’t about gimmicks—it’s about proving your promise where it counts.
Hear the biggest announcements from Gladly Connect Live 2025. From new AI voice features, to agent to AI coaching and collaboration, to seeking to a brand new insights engine, Metric Sherpa has the show covered.
AI is transforming customer service, but it's not the end of the road for service professionals—it’s a chance to evolve. Discover the 3 must-have skills to thrive in the AI-driven future of CX and learn how to equip your team for success.
