Denise Power, Senior Writer Resources

Richer data, human-powered context fortify payment fraud mitigation

For a taste of what makes the experience exceptional, look to Northwell Health

CCMA report: Data analytics reinvents the contact center, starting with the front line

A roles-based AI approach helps CX associates and leaders bring their A Game

Next enrollment season: Ready for a reset?

Consumers are more sophisticated than ever about their choices. Can your program rise up to meet them where they want to be?

Tales of a ham-fisted service-to-sales debacle

Humanizing AI takes center stage at Mobile World Congress

With AI giddiness gone, 2024 shapes up as a year of action

CBS News Sunday Morning: AI can be the ‘blast shield’ that makes contact center associates heroes

Free generative AI training aims to nudge broader adoption

Bust the myth: AI won’t make hourly workers extinct but it could turn them into superheroes

Folx Health Q&A: Care designed for a marginalized community

Chief clinical officer describes how care and resources engage LGBTQIA+ people who might otherwise neglect their health

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