Customer Contact Week (CCW) in Las Vegas was a convergence of minds shaping the future of customer service through AI innovation. Here are our key takeaways.

When you think beyond productivity, you can create truly valuable customer experiences that many brands don’t — or can’t — even consider.

These smart strategies for breaking through the barriers to AI and automation adoption in your contact center can help get buy-in from stakeholders.

Email as a CX support channel is more cost-effective than ever, thanks to generative AI and automation. Learn more in our Fast Company article!

Most CX analytics tools only track customer data or data while using the tool. Read how comprehensive agent data provides the missing link for contact centers.

Working from home brings both benefits and obstacles, with three of the biggest challenge areas for remote CX teams involving training and coaching, agent performance, and security and risk management. Attended AI bridges the gap in these areas and optimizes the work-from-home experience.

Every customer service interaction has the potential to make or break brand loyalty. But good customer service is the expectation, the baseline. What does it take to win a customer’s loyalty?

Read an excerpt from Laivly CEO Jeff Fettes’ article for Forbes about the ways attended AI can help create a smarter appeasement process.

Read an excerpt of Laivly CEO Jeff Fettes’ article for Connections Magazine, and learn about the positive impact of attended automation in the contact center space.

Need help finding the balance between too much and too little spending on customer appeasement costs? Read on to manage this end of customer satisfaction.

The 40-and-under crowd doesn’t like talking on the phone. It’s been memed and joked about at length, but it’s also backed by data.