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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Companies pour money into shaping the customer story, yet friction develops once the real work begins. The problem rarely starts in the brand itself; it takes shape inside the operating model, in how work moves across functions and how handoffs either protect or erode trust.
After the Verint-Calabrio deal, many leaders expected a roadmap fight and a painful consolidation. Instead, Verint chose a different path: deliver AI value quickly across both product lines, reduce migration friction, and help CX leaders focus on outcomes instead of betting everything on one platform future.
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Contact center results follow effort. When work is designed without regard for human limits, performance degrades everywhere else. Designing systems that reduce cognitive load creates faster confidence, better supervision, and more reliable customer outcomes.
Industry leaders reflect on customer experience in 2025, sharing practical lessons to carry forward into 2026.
At London CCExpo, Metric Sherpa interviewed Sam Fuller, VP at Content Guru, on how AI is redefining contact center efficiency.
Most leaders manage their back office with assumptions they cannot afford. Justin Robbins exposes the hidden risks shaping performance, fraud exposure, and operational stability.
AI is revealing how much organizations will still need people to deliver great customer interactions. Justin Robbins breaks down what CX leaders can learn about building smarter, more human systems in an age of intelligent automation.
Glia Interact 2025 stood out by doing what most conferences don’t—focusing deeply. By bringing together banks and credit unions, Glia built a community grounded in shared context, honest dialogue, and proof-driven AI innovation. The result was a rare mix of clarity, credibility, and connection in customer experience.
