CX Strategy
5 CX Shifts That Will Define the Rest of 2026
A quarter into 2026, the CX landscape is shifting fast. Here are the five trends that will define the rest of the year.
Sarah Chen
15+ years covering CX, contact center tech, and AI. Editor-in-Chief at The CX Frontline. Formerly at CX Today and Contact Center Pipeline.
Leadership
The Changing Role of the Contact Center Manager in 2026
AI is automating 60% of what contact center managers do. What's left is more strategic, more human, and more valuable.
Contact Center
QA in the Age of AI: From Sampling to 100% Coverage
Contact center QA has been sampling 2-5% of interactions for decades. AI makes 100% coverage possible. Here's what changes.
Opinion
Digital Transformation Is Dead. Here's What Replaced It.
'Digital transformation' promised everything and defined nothing. Here's the more effective framework that replaced it.
Contact Center
Compliance and AI: The Overlooked Risk in Contact Centers
Everyone's talking about AI in contact centers. Almost nobody's talking about the compliance implications. That's a problem.
AI & Automation
The Rise of Real-Time Agent Intelligence: Why It Changes Everything
For decades, contact center intelligence was retrospective. Real-time agent intelligence changes the entire equation. Here's why.
Contact Center
The No-BS Guide to Evaluating AI Vendors for Your Contact Center
Drowning in AI vendor demos and ROI promises? Here's a practical evaluation framework for cutting through the noise.
Opinion
Legacy CCaaS Vendors Are Losing the AI Race — Here's Why It Matters
NICE, Genesys, and Five9 built empires on call routing. Now they're racing to bolt on AI. They're going to lose.
Contact Center
The Agent Experience Crisis: Why Attrition Is the Real CX Problem
We obsess over customer satisfaction while ignoring that 30-45% of agents quit every year. Your agent experience problem is destroying your CX.
AI & Automation
The Real ROI of Contact Center AI: What the Numbers Actually Say
AI vendors promise 30% cost savings. Reality is more nuanced. Here's what you should actually expect based on real deployment data.
CX Strategy
Building a CX-First Culture in 2026: A Practical Roadmap for Leaders
CX strategy sounds great until you realize it requires fundamentally changing how your organization makes decisions. Here's how to actually build a CX-first culture that sticks.
Opinion
Why Most Contact Center AI Implementations Fail (And What You Should Do Instead)
The contact center AI failure rate sits between 60-70%. But it's not the technology. Here's what actually matters.