ISG Software Research Analyst Perspectives | Customers and CX

How Contact Centers Will Use Agentic AI for CX

Posted by Keith Dawson on 27 August 2025

I am struck by the blizzard of software announcements this year describing new features for CX tools that are “agentic,” meaning autonomous tools take actions without (much) human intervention. Industry conversation about agentic AI has proceeded ahead of clarifying definitions and a sense of how it fits on a continuum of rapid AI development. I’m not sure that everything currently described as... Read More

Topics: Analytics, Contact Center, Personalization, Customer Experience Management, Generative AI, Customers and CX - Business & Technologies, Agentic AI, Transformation, Disruption

The Tricky Relationship Between Personalization and Customer Loyalty

Posted by Keith Dawson on 30 July 2025

There is an industry assumption, call it a consensus, that increasing the degree of personalization in customer interactions is beneficial: it improves loyalty, lifetime value, CSAT and other key metrics. Core to this assumption is that it benefits both the customer and the business. Whether or not that’s actually true is somewhat beside the point. The fact is that the industry has identified a... Read More

Topics: Customer Experience, Contact Center, NPS, Personalization, Customer Experience Management, Orchestration, Customers and CX - Business & Technologies, Conversational Intelligence, Customer Journey, Loyalty, CSAT