Research and trends

3 New Capabilities for Service Leaders

The role of the service leader is changing fast—and AI is at the center of that transformation.

Retail’s next competitive edge is AI that takes action

By taking action, uncovering business signals, and helping teams adapt faster, AI can help retailers create value across the business.

If your team structure hasn't changed, your AI isn't reaching its full potential

Reimagine your team structure so AI can change the way work gets done, not just speed up the old way of doing it.

What happens when service stops being just a support function

Elevate your service function from cost center to growth engine by connecting it to loyalty, retention, and revenue.

Why agentic AI is different from automation

6 changes coming to the contact center—and why leaders believe it’s the future of service

Why most employee self-service initiatives fail before employees ever use them

AI value realization in service