Webinars

In February 2024, Klarna replaced 700 customer service agents with an AI agent. February 2025, Klarna's CEO made a widely-publicized reversal, saying they would be bring human customer service agents back... What happened?! Does this mean AI agents don't work? Or is there something more nuanced going on here?...

Customer Experience leaders are caught between two tough choices. On the one hand, they must have a plan to adopt and incorporate AI into their operations to gain insight and efficiency. On the other hand, it's more difficult than ever to separate AI hype from reality, so there's a risk of a wrong and costly decision. ...

It's important for customer service organizations to understand how well they are serving customers. Quality Assurance (QA) and Voice of the Customer (VOC) processes attempt to do this using two distinct methods. But between gaps in the way data is collected and the limited scope of assessment, the results aren't that useful. Industry analysts see the convergence of these two categories along with the use of AI as the logical next step...

There's little question that organizations - especially those running contact centers - should be using AI in their customer service operations. But understanding that you need to do something, and actually taking those first steps are not the same thing. In fact, there can be a huge gap in knowledge that can stall potential projects and ...

In the last 12 months, questions around contact center adoption of AI have changed from if to when to “why haven’t we done this yet?!” But part of the obstacle to incorporating AI into your strategy is the total lack of transparency. When every tech company is claiming to solve all problems, it’s difficult to separate hype from...

Can AI really replace humans in the workplace? Join Harvard Business school professor Jackie Lane along with Loris' Head of AI Eugene Mandel and Director of CX Christina Drum to answer the most pressing questions about AI. In the current stage of AI, what is true and what is fiction? Will AI be a supplement to people, or replacement to them? How humans must evolve, as technology becomes more complicated?...

Whether quality is a metric or a business department—even our panelists have varying opinions—it's important to take the time to define what it means to your organization....

AI can help achieve tasks and growth that would otherwise be challenging. And by making humans more efficient, AI enables support teams to provide improved customer experiences. ...

Learn how Bill.com is improving customer conversations with real-time sentiment analysis & agent guidance....

Are you ready to evolve from AI automated to AI assisted? For the emerging era of agent-led, bot-enhanced, omnichannel customer experiences?...

Chatbots may be cost-effective up front, but what's the ultimate cost of customer frustration when they're unable to resolve an issue with a bot?...

Listen in on a (good) conversation with industry experts to better identify tough customer conversations, take action in real time, and gain insights to avoid in the future....