Your AI pilot isn’t the win. What happens after it is. Four CX organizations put AI into production, and the results are worth paying attention to. 👉 Read the full blog: #CX# #CustomerExperience# #AI# #CXLeaders# #ExecsInTheKnow#

The CX conversations evolve, but the community at CRS only grows stronger. Experience intimate executive networking, AI insights, and peer collaboration at CRS Scottsdale (Sept 30 - Oct 2). 👉 Join us: #CustomerExperience# #CXLeadership# #CRSScottsdale#

Is speed still the best CX metric? In the era of AI, Customer Assurance and brand trust are the top differentiators. Discover why customer confidence beats quick resolution in the new CX Insight Magazine: 📖 #CustomerExperience# #AITrust# #CXLeadership#

At CRS Scottsdale, Julio Lopez of @ritzcarltonyc will share how his team uses AI, customer insights and predictive intelligence to create more thoughtful, personalized experiences. 👉 Learn more and register: #CRSScottsdale# #AI# #CustomerExperience#

In this Brand Spotlight, Nicholas Solomon, Vice President of Customer Service at @AMCGlobalMedia shares how his team uses AI, Voice of the Customer insights & empathy to reduce friction and build loyalty. Read more: #ExecsInTheKnow# #CustomerExperience#

In this case study, @Cisco's Jyotsna Khandekar shares how the team used AI to help millions of users find answers faster, while keeping accuracy, trust, and human expertise at the center. 📖 Read more: #CX# #AI# #CustomerExperience# #ExecsInTheKnow#

What makes an enterprise customer experience conference worth the travel? ✈️ Join us at Customer Response Summit (CRS) Scottsdale (Sept 30 - Oct 2, 2026) for practical contact center AI strategy and peer benchmarking. Register here:

“You've got to start with the customer experience and work backwards to the technology.” - Steve Jobs The principle is guiding the next BLEEEP Agent product cycle. • Major UI and UX Improvements • User Acquisition • Ecosystem Activation • Anchoring A clearer experience. More ways to participate. A stronger foundation for verifiable execution. Built from the user experience backwards.

I joined @coinbase to make our customer experience better. Four months in, the honest update is I'm feeling conflicted. We are making progress, but still have so much more to do. Trust me, I know there's a lot we could be doing better. But I want you to know the feedback is heard and appreciated by me and the team. Let me share a bit of what we've been doing since I joined. The best support is preventing people from needing support in the first place. Today, fewer customers need to contact support than at any point in our history. Some account restriction holds have dropped from 15 days to 2, and we are getting better at detecting issues and scams before they cause more harm. Obviously, issues still happen, so we're also working on a better experience for customers who need help. We've written the playbook for an end-to-end agentic experience that can solve many common problems immediately, use the context we already have, and bring in the right human specialist faster when judgment is needed. So customers do not have to start over and explain their situation again. What comes next is proving the experience is actually better: higher-quality automated help, fewer repeat contacts, faster access to the right human support when needed, and proactively catching issues before customers even feel the friction. I know we still have to earn the trust of the community, one interaction at a time, but I'm excited for the challenge.

Kicking things off with @AshwinSreenivas on where customer experience is headed as AI becomes the primary interface between brands and customers. “Every company will need an AI concierge.”