John starts this month’s list by detailing four strategic actions contact center leaders can take to optimize their operations, beginning with reducing unnecessary contacts.
Next, Brendan talks with Iker Urionaguena about how Volaris manages its customer care center to attract and retain customers.
Steve reveals the results of the “US Customer Experience Decision-Makers’ Guide,” explaining when voice is customers’ preferred channel.
Leslie shares five ways GenAI is most helpful for agents.
Wrapping things up, Linda talks with Justin Pecaut of JM&A Group about how the company has structured its care department to serve both dealers and customers. Have a look!
AI Won’t Save Your Contact Center
Every contact center leader feels pressure to modernize by adopting AI, digitizing everything, reducing costs, and improving customer experience (CX). But before you optimize, automate, or modernize anything, you need to confront a hard truth: You cannot optimize a contact center until you eliminate unnecessary contacts.
Taking Off With the Contact Center
Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together.
The Return to Voice
In an era where businesses invest billions in digital self-service platforms, a surprising trend has emerged: customers are increasingly turning to voice channels when their needs go beyond simple queries.
When GenAI Should Do the Writing
The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being the death of original writing.
An Interview with JM&A Group
In our September 2025 issue, we featured an article, “The Road Ahead for Auto Finance CX,” which examined automotive finance lending. Following on that story, we wanted to share what happens once the deal is made to purchase the vehicle. We found just such an organization, JM&A Group, to share how they support the unique complexity of serving both consumers and dealers with the same customer service team, and how automation and AI are adding value by enabling greater efficiency and smoother customer experiences.
