Research and trends

3 New Capabilities for Service Leaders

The role of the service leader is changing fast—and AI is at the center of that transformation.

Retail’s next competitive edge is AI that takes action

By taking action, uncovering business signals, and helping teams adapt faster, AI can help retailers create value across the business.

What happens when service stops being just a support function

If your team structure hasn't changed, your AI isn't reaching its full potential

Why agentic AI is different from automation

6 changes coming to the contact center—and why leaders believe it’s the future of service

Why most employee self-service initiatives fail before employees ever use them

AI value realization in service