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Field notes from the AI-first frontier.

Short-form perspectives on AI, CX, and the operating model behind the AiCX platform.

How AI Agents Are Reshaping the Contact Center in 2026

Autonomous agents are no longer demos — they are handling a third of tier-1 volume in production. Here's what is actually working.

Mike Anna · March 12, 20267 min

Updated Mar 12, 2026

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The Real ROI of AiCX: Beyond Cost Savings

Cost-per-contact is a vanity metric. The boards we work with measure CSAT lift, retention, and pipeline acceleration.

Chris Alexander · February 27, 20266 min

Updated Feb 27, 2026

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BPO

What FEMA Taught Us About Surge Capacity

Lessons from staffing a 10x event in 72 hours — and how AI now compresses that ramp to under 24.

Mark Misczak · February 8, 20265 min

Updated Feb 8, 2026

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Choosing Between SLMs and LLMs for Customer Service

Small language models are eating the long tail. A practical decision tree for CX leaders.

Dan Kobylanski · January 24, 20268 min

Updated Jan 24, 2026

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Leadership

Inside the AiCX Acquisition Playbook

Eight acquisitions, one operating model. How we integrate without breaking what made the target great.

Anthony Marlowe · January 12, 20269 min

Updated Jan 12, 2026

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Voice Biometrics and the Future of Fraud Prevention

Why passive voice authentication is now table stakes for financial services CX.

Lee Shoup · December 18, 20255 min

Updated Dec 18, 2025

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Industry

Multilingual CX at Scale: Lessons from Six Regions

Real-time translation is here. Operating model changes are the harder problem.

Amy Galvin · December 4, 20256 min

Updated Dec 4, 2025

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Why Branded Caller-ID Matters in 2026

Answer rates are up 28% on branded outbound. The implementation is easier than you think.

Chris Alexander · November 21, 20254 min

Updated Nov 21, 2025

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BPO

Building Resilient BPO Operations: A DR Framework

A reusable framework for follow-the-sun continuity, derived from twenty years of incident response.

Corey Swanson · November 6, 20257 min

Updated Nov 6, 2025

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Field notes from the AI-first frontier.

How AI Agents Are Reshaping the Contact Center in 2026

The Real ROI of AiCX: Beyond Cost Savings

What FEMA Taught Us About Surge Capacity

Choosing Between SLMs and LLMs for Customer Service

Inside the AiCX Acquisition Playbook

Voice Biometrics and the Future of Fraud Prevention

Multilingual CX at Scale: Lessons from Six Regions

Why Branded Caller-ID Matters in 2026

Building Resilient BPO Operations: A DR Framework

Want our research direct to your inbox?

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The State of AI in CX — 2026