[UPDATED FOR 2025] Customer expectations continued to rise in 2025, and the gap between great and poor customer service is widening. This article examines best- and worst-performing companies across industries—and the CX lessons leaders must apply as AI and human-in-the-loop service models shape the future.

If you’re managing a contact center, you’re leading your team through one of the most significant shifts the customer service industry has ever seen. The combination of advanced AI, heightened customer expectations, and a more complex digital landscape is redefining what it means to deliver exceptional service. This blog explores 7 essential skills and how to prepare your organization for what's to come.

For call center executives and managers, the message is clear: evolve your service strategy to meet digital-first expectations or risk losing customer loyalty. This article provides practical guidance on striking a balance between high-tech solutions and the human touch. We'll also explore how customer service teams can coach customers in adopting digital tools, the top 10 considerations when transforming service for digital-first customers, and how the roles of agents and le

Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty.