Author: Heidi Elmore, Senior Product Marketing Manager

Today is Groundhog Day, and just as Punxsutawney Phil emerges to forecast the season ahead, industry analysts and enterprise leaders are stepping forward with their predictions for customer experience (CX). Shadows or not, the real question is whether organizations will finally step into the spring of artificial intelligence (AI). As we move into 2026, the […]

Conversational AI is the digital concierge of modern customer experience. The ability to understand, process, and respond to human language naturally represents more than just opportunities for automation; it’s about combining the best of AI efficiency so humans can focus on the work that requires the most judgement and empathy. Amazon Connect recently announced innovations […]

The future of customer experience isn’t about choosing between AI efficiency and human connection—it’s about combining both to create something extraordinary. At re:Invent 2025, Amazon Connect unveiled a comprehensive vision for how businesses can transform customer interactions through intelligent AI agents that work with human teammates. Agentic systems promise to autonomously understand, reason, and act […]

Combating fraud and building customer trust For over 20 years, Capitec has been providing simple and affordable banking services to millions of South Africans. As a truly customer-obsessed organization, they recognized the need to modernize their aging contact center infrastructure that was limiting their ability to innovate and deliver the customer experiences they wanted. Using […]

Two-way communication is the cornerstone of strong relationships. While reactive customer support is crucial for organizations of all types, proactive outreach can take customer satisfaction to new heights. But organizations must send the right message, to the right person, at the right time. The latest innovations announced in Amazon Connect empower organizations to initiate targeted […]

Rhythm Energy is a retail electricity provider based in Houston, Texas. Founded in 2020 with a mission to provide transparent and competitive renewable energy plans, Rhythm Energy values a cultural mindset that centers the customer experience in every facet of its operations. By creating a true partnership with end customers through engagement and education, Rhythm […]

Standard Bank is one of the largest banks in Africa, with over 50,000 employees serving more than 18 million customers across 20 countries. Founded in 1862, the bank has grown to be a leading financial services organization, providing personal and business banking, wealth management, advisory services, and more. Standard Bank’s contact center operations underpin its customer […]

The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing […]