FEATURE

Moving Forward: What Will 2026 Bring For Contact Centers?

FROM THE SIDELINES

The“ Little Bill”

ARTIFICIAL INTELLIGENCE

Looking Beyond the AI Hype

IT CX

When IT Needs Support …

RETAIL

Retail’ s Loyalty Crisis

BUSINESS PROCESS OUTSOURCING

Moving to BPO-Hosted Voice AI?

VIRTUAL ASSISTANTS

Mastering the Live Agent Transition

CUSTOMER JOURNEY

The GPS for the CX

CUSTOMER TRUST

Why Trust is a Must in CX

STAFFING

The Workforce Implications of AI

INSIDE VIEW

Is AI Contact Center-Ready?

CUSTOMER SERVICE

Relieving Active and Latent Customer Pain

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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline. com

EDITOR BRENDAN READ brendan @ contactcenterpipeline. com

ADVISORY BOARD MIKE AOKI, Reflective Keynotes, Inc. JON ARNOLD, J Arnold Associates ELAINE AVERY, Atlantic Union Bank DR. DEBRA BENTSON, NCCCA, Alvaria User Group LORI BOCKLUND, Strategic Contact TIFFANY LAREAU, Human Numbers KATHLEEN M. PETERSON, PowerHouse Consulting, Inc. MICHELE ROWAN, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant

CONTRIBUTING WRITERS DAVIT BAGHDASARYAN MIKE BAWN TOM HANSON KATHLEEN M. PETERSON VASILI TRIANT

JASON BARR PRANAV DALAL JIM IYOOB BRENDAN READ LJUBIŠA VELIKIĆ

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OPERATIONS DIRECTOR MARTHA SATTERFIELD

CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL

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AVAYA USERS

Avaya at a Crossroads

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CONTACT CENTER PIPELINE IS PUBLISHED MONTHLY BY PIPELINE PUBLISHING GROUP, INC. TO SUBSCRIBE OR FOR CUSTOMER SERVICE, CALL 443-909-6951 OR WRITE TO PIPELINE PUBLISHING GROUP, INC. AT 411 WALNUT STREET, # 7566; GREEN COVE SPRINGS, FL 32043. PUBLISHER IS NOT RESPONSIBLE FOR THE EDITORIAL CONTENT OF CONTACT CENTER PIPELINE. VIEWS EXPRESSED HEREIN ARE THOSE OF THE AUTHORS AND SPONSORS AND DO NOT NECESSARILY REFLECT THE OPINION OF THE OWNERSHIP OR MANAGEMENT OF CONTACT CENTER PIPELINE, INC. OR PIPELINE PUBLISHING GROUP, INC. COPYRIGHT © 2026, PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED. REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION FROM THE PUBLISHER, PIPELINE PUBLISHING GROUP, INC. IS PROHIBITED.