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 and included an...
Top 5 Posts in May
It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception....
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,...
Repairing the Contact Center Safety Net
If everything worked, customers would rarely get in touch. The contact center catches what other processes and departments drop.
Even the simplest contacts, such as...
Only A CX “Band-aid”?
When people talk about automation, including customer experiences (CXs) powered by AI, it often comes with dramatic headlines: jobs disappearing, customers shocked and awed,...
AI Can Boost Sales and Service Performance…
AI has been hyped as the silver bullet for customer service and sales, and nowhere more than in chatbots. The promise was simple: let...
Repairing Missed Customer Connections
With the surge of AI and automation, it’s never been easier for brands to invest in new ways of connecting with customers. But at...
Will AI Shrink the Contact Center?
The operative word here is “shrink”, as this implies that AI will lead to scaled-back contact centers. At face value, this means having fewer...
Is The Agentic AI Journey Worth the Drive?
Contact centers are moving faster down the road to increased automation, where machines are becoming the norm and people the exception in customer interactions....
Top 5 Posts in April
We start off this month's most-read blog posts with an inside view of the contact center operations of BC Ferries, which provides ferry services...
Is AI Contact Center-Ready?
AI has been dominating the contact center conversation (as seen by the articles in our publication): and for good reason. The technology’s integration of...
The Workforce Implications of AI
There has been much coverage, and many blogs, posts, and press releases, about how AI will increase employee productivity, improve customer experience (CX), and...
When IT Needs Support…
With the ability to create and creatively employ leading-edge technologies, IT companies and departments seemingly have all the methods and answers to resolve customers’...
Mastering the Live Agent Transition
The significant expected increase in market size for virtual assistants (VAs) from approximately $3.07 billion in 2023 to a projected $19.27 billion by 2032,...
Moving to BPO-Hosted Voice AI?
Contact centers are under pressure. Rising labor costs, customer expectations, and global language demands have made voice support the most costly part of providing...
Looking Beyond the AI Hype
The contact center industry is drowning in AI promises. Every vendor claims their solution will revolutionize customer experience (CX), eliminate agent turnover, and boost...
Retail’s Loyalty Crisis
Retail is in the middle of a reckoning.
Economic turmoil, rising operating costs, and shifting consumer habits are driving a wave of store closures,...
Helping Retail Agents
Retailers are under increasing pressure to meet customer demands for seamless, 24/7 service, as noted in a recent report by Mintel, “US Evolutions in...
Top 5 Posts in March
A favorite annual article here at Pipeline tops this month's top 5. In our "Moving Forward" feature, we kick off each year with advice...
Smarter Contact Centers With a Human Touch
Agentic AI has emerged as quickly as it has powerfully, reshaping the landscape of contact centers. Unlike traditional automation, agentic AI is designed to...
