CX Foundation

🔥 AI That Delivers, Not Just Demos In this episode, Katherine Stone hosted an in-depth conversation with Ping Wu, CEO of Cresta, and Russell Banzon, CMO of Cresta, on how AI is transforming the contact center. Cresta’s vision goes far beyond the hype: a unified platform for human + AI agents that actually drives measurable CX outcomes. In this conversation, we discuss: • Why CX impact matters more than polished AI demos • How voice AI must prioritize reliability over realness • Solving the AI to human handoff to remove customer friction • Building an AI roadmap that scales from pilots to production • Guardrails, transparency, and ethics as the foundation for trust • The under-hyped future: proactive AI and real-time translation For CX and contact center leaders, this is a blueprint for deploying AI that works today and scales tomorrow. Watch now 👇 • YouTube: https://lnkd.in/evGegVkq #customerexperience #enterpriseAI #Cresta #ContactCenter

🚨 Cresta Raises the bar on AI Agent reliability by building the confidence layer for Enterprise CX Enterprises want AI agents that don’t just work—they want AI agents they can trust. That’s why today’s announcement from Ping Wu and the Cresta team is a milestone for the industry. Cresta has launched its Automated AI Agent Testing suite, using AI to test AI. With LLM judges, dynamic simulated visitors, flexible evaluators, and in-product feedback loops, Cresta enables: • 15x more tests than manual methods • 35% faster release cycles • 20% improvement in accuracy Trust has been the limiting factor for enterprise AI adoption. According to PwC’s 2025 AI Agent Survey, only 25% of business leaders trust AI agents to act autonomously with customers. Cresta is tackling this head-on by creating an AI Assurance layer—a new category of capability that could define which platforms scale in the enterprise and which remain in pilot. Full story 👇 https://lnkd.in/eBDWMRAa #enterpriseAI #contactcenter #AIadoption #AIagents

𝌡 Outbound is changing fast. Compliance rules, caller ID reputation, and AI innovation are reshaping how businesses connect with leads. In this episode, Convoso’s CEO & Co-Founder, Nima Hakimi, sits down with CX Foundation’s Katherine Stone to talk about the future of outbound dialing, AI-powered compliance, and scaling customer conversations at speed. In this conversation, Nima shares: • How Convoso reinvented itself into an AI-driven outbound platform • Why caller ID reputation and compliance are now the #1 battleground • The launch of Convoso Ignite and how it boosts contact rates in real time • The truth about voice AI—what works, what doesn’t, and what’s next If your business depends on outbound sales or lead generation, this conversation is a must-watch. Watch now 👇 https://lnkd.in/eUsXevcE #CX #AI #Outbound #ContactCenter #Convoso #DialerTech

🚨 Five9 + ServiceNow: A Strategic Push Toward Unified, AI-Native CX Fragmentation has been the Achilles heel of the contact center for decades — voice on one platform, digital on another, CRM elsewhere, and AI layered on top. The result? Inefficiency, higher costs, and frustrated agents. With the launch of Five9 Fusion for ServiceNow, the two companies are taking a bold step to solve this. Fusion embeds Five9’s CCaaS capabilities directly into ServiceNow, creating a unified service layer where AI, workflows, and customer context converge. Kim Hill, SVP Partner Sales at Five9, captured the intent clearly: “Five9 Fusion for ServiceNow delivers a foundation for service excellence – eliminating the friction of multiple systems and empowering agents with a single interface to work confidently and efficiently and deliver faster, more personalized interactions at scale. With this new integration, every touchpoint becomes more intuitive and impactful for customers and agents alike.” 👉 Read the full coverage here: https://lnkd.in/e4NcRtXs #five9 #servicenow #cx #enterpriseai #contactcenters

It's not about AI-related layoffs. It's about the lack of availability of entry-level jobs that mass AI adoption has created. If AI completely takes over entry-level work, then how will any jobseekers, particularly younger ones, get their foot in the door? Executives and senior employees aren't being replaced by AI as they feared: but junior, entry-level roles are disappearing fast thanks to AI adoption. The retail, tech, and financial industries have been particularly impacted. 📉 In AI-adopting companies, junior headcount dropped by 7.7% compared to non-adopters. Within the same firms, junior roles fell by 12% while senior roles kept growing 📉 Entry-level job postings are down 35% since Q1 2023 📉 Recent college graduates now face a nearly 6% unemployment rate, the highest since 2013. 🌞 The good news? Companies are so creating entirely new positions in AI governance, compliance, ethics, and integration. While AI is expected to eliminate 9 million jobs by 2030, it's also expected to create 11 million new ones. The question isn’t whether AI will transform careers. It already has. The question is: who gets left out of the new ladder? Read more of Katherine Stone's latest on the CX Foundation blog. 🔗Link is in the comments! 🔗 #AI #Leadership #EmployeeExperience #CX #CustomerExperience

In-app review prompts are everywhere… but are they hurting your ratings more than helping? Katherine Stone just published a sharp breakdown on why forced review requests often backfire, and how to collect feedback without frustrating your users. Read the full post 👉 https://lnkd.in/dnAKZR2u

AI is no longer a nice to have in customer experience. The key is keeping it simple with AI that empowers teams, improves efficiency, and strengthens human connection. Here is how to roll it out the right way: https://lnkd.in/gbcEsM-h #CustomerExperience #CX #AI #FutureOfWork

Discover how AI agents are reshaping customer experience & law with Sierra’s co-founder Bret Taylor and Harvey's CEO & co-founder Winston Weinberg: https://lnkd.in/gjw5ERuc