When customers are left uninformed, uncertainty quickly turns into frustration, confusion, and, sometimes, chaos in the waiting area. At the same time, staff are forced into reactive mode, managing interruptions rather than delivering service.
Artificial intelligence is no longer a peripheral experiment in service operations. It is becoming part of the operating model itself. Across contact centers and service environments, AI is shifting work away from static scripts, fragmented systems, and reactive handling toward faster, more contextual, and more scalable service delivery.
Organizations that report successful AI initiatives invest up to four times more (as a percentage of revenue) in foundational areas, such as data quality, governance, AI-ready people and change management, compared to those that experience poor outcomes from AI, according to Gartner, Inc., a business and technology insights company.
We are pleased to announce that the new report, The Customer Feedback Management And Analytics Solutions Landscape, Q1 2026 (client access only), is live! Although the name of this market is new (as announced in December), the market itself is not. Many customer feedback management and analytics solutions (CFMAS) vendors are well-established providers, and the…