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OCTOBER 2026
INSIDE THE ISSUE...
ARTIFICIAL INTELLIGENCE BEFORE AI BECOMES THE NEXT IVR
REAL ANSWERS FOR REAL CX QUESTIONS
20
24
VOICE OF THE CUSTOMER ENHANCING THE VOC PROCESS – PART 1
METRICS WHEN THE AUDIENCE IS NOT HUMAN
HOME IS WHERE THE CX IS HOW HOME TELECOM TRANSFORMED ITS BUSINESS.
BY BRENDAN READ, CONTACT CENTER PIPELINE; INTERVIEW WITH EARL E. SMITH JR.
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ILLUSTRATION PROVIDED BY ADOBE IMAGES
CONVERSATION INTELLIGENCE
THE PHONE IS NOT DEAD- PAGE 32
DATA MANAGEMENT
CONTACT CENTER AI IS INHERITING A DATA CRISIS- PAGE 36
CONTACT CENTER STRATEGY
WHAT WILL YOU BE MEASURED ON?- PAGE 40