Congratulations to our 2026 winners:

Best Use of Technology in Customer Service
Gold: CH Consulting Group

Customer Service Training or Coaching Program of the Year
Gold: BenchmarkPortal
Silver: Wiley, Lowe's

Innovation in Customer Service
Gold: The Boston Beer Company
Silver: Carhartt, PremierNX, Lowe's, CH Consulting Group

We're also thrilled to share that the SOCAP and Stevie Awards collaboration has been approved for an additional year at no cost to SOCAP members. Entries for the 2027 cycle will open in Fall 2026, with winners announced at the Spring Retail Summit 2027. 

The finalists represent organizations that are not only delivering strong results, but also advancing the profession through innovation, technology, and intentional investment in their people. Being named a finalist reflects meaningful, measurable impact in today’s increasingly complex CX environment.

SOCAP Stevie Awards Finalists

BenchmarkPortal, LLC

• SOCAP – Customer Service Training or Coaching Program of the Year
  As a long-standing authority in contact center benchmarking, this nomination recognizes BenchmarkPortal’s leadership in developing programs that strengthen performance through education, standards, and best practices.

Boston Beer Company

• SOCAP – Innovation in Customer Service
  This recognition reflects the organization’s forward-thinking approach to customer engagement and its ability to adapt service strategies in a dynamic, competitive marketplace.

Carhartt

• SOCAP – Innovation in Customer Service
  Known for its strong brand loyalty, Carhartt’s recognition reflects innovative approaches to supporting customers while staying true to its values and heritage.

CH Consulting Group

• SOCAP – Best Use of Technology in Customer Service

• SOCAP – Innovation in Customer Service
  These nominations recognize the firm’s ability to pair technology with thoughtful CX strategy to drive meaningful, scalable improvements for clients.

Lowe's Companies, Inc.

• SOCAP – Customer Service Training or Coaching Program of the Year

• SOCAP – Innovation in Customer Service
  These nominations highlight Lowe’s continued commitment to equipping frontline teams with effective training while also evolving its customer service model to meet changing consumer expectations.

Premier NX

• SOCAP – Innovation in Customer Service
  This recognition reflects Premier NX’s focus on advancing customer service models through innovation and practical application.

Wiley

• SOCAP – Customer Service Training or Coaching Program of the Year
  This nomination highlights Wiley’s investment in building service excellence through structured training and coaching that supports both customers and internal teams

Celebrating Excellence in the SOCAP Community

The SOCAP Stevie Awards were created to give SOCAP members exclusive access to global recognition through the Stevie Awards program, while removing barriers to entry and spotlighting real-world excellence in customer care.

Winners will be announced live at the SOCAP Retail Summit, taking place April 29–30 in Columbus, Ohio.

Jill Holder
Director, North America Consumer Care & Experience
Colgate Palmolive
Industry experience: 35 years (30 with Colgate Palmolive)

How did you first get involved with SOCAP?
I first got involved with SOCAP in the late 1990s. Attending a NY Metro SOCAP meeting was a prize for being "Rep of the Year," which I was fortunate enough to win. It was my first professional conference, and I felt I learned so much in that single day. Since then, I've always made sure all of my direct reports are members and encouraged them to take advantage of our membership.

What’s your favorite part of being a SOCAP member?
What I value most about SOCAP is the unparalleled opportunity to learn from other Consumer Affairs professionals, especially leaders in the Consumer Packaged Goods (CPG) sector. While I am active in other service-related organizations, they primarily involve banks, insurance, and utilities, not CPG. Although all service organizations share certain challenges, the approach to solving them varies significantly.

What distinguishes SOCAP is the ability to directly consult CPG leaders on how they've addressed specific problems or which systems and vendors they utilize. Furthermore, SOCAP fosters an exceptionally transparent and supportive environment where egos are checked at the door. Members are genuinely committed to helping one another, embodying the belief that "a rising tide lifts all boats."

What’s your “superpower” at work?
I believe my superpower is authenticity. I bring my whole self to work every day. If you ask my opinion, I will share my honest opinion, if I don’t understand something, I will ask questions until I do. I  am a fierce advocate for the people choosing and using our products, and I take my role seriously, ensuring that we keep the consumer at the center of everything we do. I believe that my authenticity helps people trust me and therefore, I am able to build great relationships and am a true team player.

Quick Summary

• Seventy-seven percent of customers reported a product or service problem in the past year, a new high compared with 74% in 2023, according to the National Customer Rage Survey.
• Sixty-eight percent of consumers found complaining to companies required high or very high effort, up from 65% in 2023.
• 76% complained about their most serious problem - both these numbers have remained the same compared to 2023.
• 2/3 reported having rage & 50% yelled at a service person, up from 43%.
• The top cause of rage was being forced to listen to long up-front messages - see my article on how to avoid such up-front messages using AI and common sense: http://bit.ly/48F5Ws2
• 7% were delighted and 31% were completely satisfied with the outcome a rise showing a dichotomy in service - some getting better while the majority getting worse. Note: The 68% complaining is for the most serious problem encountered by the household over the past year. Complaint rates for most less serious problems lie between 5 and 25%.
• Consumer perceptions of customer experience have declined for four consecutive years, with an average score of 68.3 out of 100 in June, according to Forrester research.

Full WSJ Article here:https://lnkd.in/eBKTAps4
Go to CCMC Website:customercaremc.com for full study pdf

• On December 11, 2025, President Trump signed anExecutive Order designed to preempt state-level AI regulations by establishing federal enforcement mechanisms to challenge state laws deemed inconsistent with the Administration's pro-innovation, minimal-regulation approach to AI policy.
• The Order creates an AI Litigation Task Force to challenge state AI laws in court, directs the Commerce Department to evaluate "onerous" state regulations within 90 days, and leverages federal funding restrictions—including BEAD Program eligibility—to pressure states to abandon or refrain from enforcing conflicting AI laws.
• The Order requires the FCC to initiate a preemption proceeding for AI reporting standards and directs the FTC to develop a policy statement on whether state laws requiring AI systems to alter outputs constitute deceptive practices under federal law.
• Laws addressing algorithmic discrimination, AI transparency and disclosure requirements, AI impact assessments, and automated decision-making face the greatest risk of federal challenge under the Order's directives.
• While the Order signals aggressive federal action, its actual effectiveness remains uncertain because it depends on successful litigation, agency regulatory authority, and potentially congressional legislation, and because states have already begun challenging the Order's constitutional validity.
  

CLICK HERE TO READ FULL ARTICLE.

At the 2025 SOCAP National CX Conference in Phoenix (October 14-16), we proudly honored five exceptional members whose leadership, service, and dedication embody the very best of SOCAP. These awards recognize individuals who elevate customer care, inspire their peers, and leave a lasting impact on our community and profession.

Leadership in Learning Award

• Yusleny Medina, Operations Manager, Callzilla (in partnership with Freshpet)
• Katie Gamache, Consumer Care Training Specialist, General Mills

Customer Service Star Award

• Alvinia “Vina” Faulkner, Floor Support – Digital Channels, Callzilla (in partnership with Freshpet)
• Maureen Montoya, Consumer Relations, ACC Premier

The Chippie Award

• Marie Shubin, former SOCAP President and CEO

SOCAP is proud to celebrate Yusleny, Katie, Vina, Maureenand Marie Shubin. Their work reminds us of the power of connection, the importance of service, and the impact that one person can have on an entire community.

CLICK HERE to read more about the award winners.

Most consumers say they have abandoned a digital task because it was too annoying, Liferay found.

• More than two-thirds of consumers say they have abandoned a digital task because the process was too annoying, according to a survey of 1,000 consumers released last week by digital experience platform provider Liferay.
• Ambiguity is part of the problem. Only one-third of respondents say digital self-service instructions are usually or always clear, and the majority, 84%, say they’ve found themselves re-entering information that a company should already have.
• “The key characteristic that makes for a seamless digital self-service experience is guidance,” Keith McIntosh, senior principal, research at Gartner, said in an email. “Customers should have clear guidance throughout the end-to-end digital experience.”

Read the full article HERE 

Great luxury brands compete on more than quality — they win on the moments customers remember most.

On this episode of The Modern Customer Podcast, Gaelle Devins, Chief Customer Officer at Breitling, shares how the Swiss luxury watchmaker builds loyalty by combining renowned craftsmanship with emotional connection to create value beyond the product itself.

For high-end brands, purchases carry meaning — from recognition to celebration — making connection the true driver of loyalty. At Breitling, this insight shapes how leaders develop people, design journeys, and measure success.

Gaelle also introduces ideas from her new book Flow Leadership, built on People, Purpose, and Performance. By aligning employees with purpose, leaders create conditions for authentic connections that inspire customers and fuel sustainable growth

Listen to the full episode on Apple Podcasts, Spotify or your favorite podcast platform.

California, Colorado, and Connecticut announced a joint enforcement sweep on September 9, 2025, targeting companies that do not honor Global Privacy Control (GPC) opt-out signals.

GPC is a browser-based setting that automatically communicates consumers’ opt-out requests, which businesses are legally required to process under the privacy laws of all three states.

Regulators are focusing on businesses that ignore automated opt-out mechanisms and are proactively identifying potential violations rather than relying on consumer complaints. Noncompliance can result in steep penalties, including fines of up to $7,500 in California, $20,000 in Colorado, and $5,000 in Connecticut, as well as reputational harm and possible class action exposure.

To reduce risk, businesses should immediately confirm their ability to detect GPC signals, ensure timely processing across digital platforms, update privacy policies with accurate disclosures, and maintain compliant “Do Not Sell or Share” links.

Click here to read the full article 

• Shape the strategic direction of SOCAP and the customer experience profession
• Expand your professional network and collaborate with leaders across industries
• Gain national visibility and strengthen your leadership profile
• Give back to the SOCAP community and help drive member value

• Nominations must be supported by 25 SOCAP members in good standing, include the nominee’s written consent, and be submitted no later than September 14.

For the first time, SOCAP members can showcase their achievements on a global stage through the Stevie Awards, widely regarded as the world’s top honors for customer service and contact center excellence. The three SOCAP-exclusive categories are:

· Best Use of Technology in Customer Service

· Innovation in Customer Service

· Customer Service Training or Coaching Program of the Year

“This partnership gives SOCAP members unparalleled access to recognition at the highest level in our industry,” says Angela Bragg, SOCAP Board of Directors, SOCAP Retail Community Chair and Sr. Director, Consumer Services, Carhartt. “By waiving entry fees, Stevie Awards leadership is helping us remove barriers to ensure every SOCAP member organization has the chance to shine.”

SOCAP Stevie Award winners will be announced at the SOCAP Retail Summit April 29-30 in Columbus, Ohio. The final entry deadline is January 14. SOCAP members can find more information on the three award categories, here. To submit nominations, members should make an account on the Stevie Awards website.

About SOCAP

International Founded in 1973, SOCAP International is the premier professional association for customer care leaders across industries. SOCAP facilitates collaboration, knowledge sharing, and professional development for CX professionals and their solution providers. Learn more at www.SOCAP.org.

About the Stevie Awards

The Stevie Awards are the world’s premier business awards. Since 2002, the Stevies have recognized the achievements and positive contributions of organizations and working professionals worldwide. Learn more at www.StevieAwards.com.

Media Contact:

Sage Johnson, Marketing Director, SOCAP International sage@KnowledgeRhino.com

Acquisition to create global coffee leader serving 100+ countries with an unparalleled brand portfolio across all coffee segments, channels and price points 

Subsequent separation to establish a fast-growing and scaled North American refreshment beverage player and the world's #1 pure-play coffee company. Each company will be positioned to win with focused strategies and attractive growth models, powered by iconic brand portfolios, and tailored capital allocation priorities, backed by strong cash flows. Transformational transaction expected to create significant value for shareholders and unlock substantial run-rate synergies.

Tim Cofer to be CEO of "Beverage Co." and Sudhanshu Priyadarshi to be CEO of "Global Coffee Co." upon separation.

To read the full article - CLICK HERE

The FDA has rolled out new tools and FAQs to help companies prepare for the Food Traceability Rule, now delayed until July 2028. For CPG leaders, this extension means more time to coordinate with supply chain partners, update traceability plans, and ensure compliance without disrupting operations. The resources include examples for processors, distribution centers, and dual jurisdiction facilities, plus multilingual support to ease adoption across global supply chains. 

Click to read full article

The Anti-Robocall Litigation Task Force, comprising 51 state attorneys general, has significantly increased enforcement of robocall mitigation laws by sending notices to 37 voice service providers (VSPs) this month alone, targeting companies that allegedly violated federal and state robocall regulations.

The primary violations identified include failing to file required certifications and robocall mitigation plans in the FCC's Robocall Mitigation Database, accepting calls from non-compliant VSPs, and failing to respond to traceback requests from regulatory authorities. VSPs facing these enforcement actions could be subject to additional penalties from the FCC Enforcement Bureau, substantial fines, blocked calls, and damage to their business reputations due to public exposure of rule violations.

The advisory emphasizes that both the FCC and state attorneys general are rigidly enforcing robocall mitigation rules, with new regulations on the horizon including requirements for carrier-specific Do Not Originate lists, making compliance increasingly critical for all VSPs.

The CommLaw Group is offering assistance with robocall mitigation compliance and STIR/SHAKEN requirements, noting that many VSPs have outdated mitigation plans on file and will soon face additional FCC enforcement actions for these deficiencies.

Click here to read the full article 

As AI adoption accelerates across industries, US customer experience (CX) leaders are increasingly focusing on chatbot technology — and exploring how chatbots improve customer experience in measurable ways.

To find out what 396,226 CX leaders' opinions in the US thought about the impact chatbots have on customer experience, AI-driven audience profiling was used to synthesize insights from online discussions over a year ending July 7, 2025, to a high statistical confidence level. The findings reflect a sector in transition that’s actively reshaping the human-AI dynamic at the frontlines of customer engagement.

We're also seeing growth in the use of chatbots for customer experience, particularly in service and support channels. According to the CMSWire 2025 Digital Customer Experience (DCX) Report, we do see a noticeable rise in the numbers using generative AI in direct “Customer service/Chatbots” (up from 30% to 40%), perhaps reflecting generative AI starting to be implemented in different platforms and products.

To read the full article, click the link here.

The subscription economy continues to boom, but so does regulatory scrutiny over related cancellation practices. While businesses may have breathed a sigh of relief when the Eighth Circuit Court of Appeals blocked the Federal Trade Commission's (“FTC’s”) sweeping Click-to-Cancel Rule from taking effect in July 2025, that relief may be premature. State attorneys general continue to pursue companies with difficult-to-cancel subscriptions, securing millions in settlements and signaling to businesses that they should approach subscription management with greater caution.

Stalled Click-to-Cancel Rule

The FTC’s Click-to-Cancel Rule required companies to make cancelling subscriptions “at least as easy” as signing up, aiming to eliminate the frustrating maze of phone calls, retention agents, and complex cancellation processes that have plagued consumers for years. However, the Eighth Circuit’s decision to block the rule’s implementation has created additional uncertainty for businesses. Meanwhile, the FTC still requires that companies comply with the FTC’s Restore Online Shoppers’ Confidence Act (ROSCA) for online transactions, which requires clear disclosure of material terms, express informed consent, and simple cancellation mechanisms for online negative option plans.

Adding to the complexity, businesses must navigate a complex patchwork of state autorenewal laws and cancellation laws, especially as state attorneys general (AGs) continue to pursue aggressive subscription enforcement. New York’s AG, Letitia James, is actively enforcing subscription cancellation requirements and has settled or litigated the following matters:

1.     Equinox Group (May 2025): The NY AG’s office settled a matter with Equinox Group, which includes fitness brand SoulCycle, for $600,000. The AG alleged that Equinox failed to disclose subscription terms, provide consumers with the subscription acknowledgment required by New York law, and offer cost-effective and easy-to-use online cancellation mechanisms.

2.     SiriusXM (November 2024): The NY AG won a case brought against SiriusXM before the New York Supreme Court. The Court ruled that Sirius violated the federal ROSCA when it created a burdensome cancellation procedure that was more complicated than the process consumers use to sign up for SiriusXM, and that forced subscribers to listen to repeated retention offers before cancelling. SiriusXM was ordered to change its cancellation procedures in New York to ensure that its customers have a simple method to cancel subscriptions and are no longer required to speak or chat with a live agent in order to cancel. 

3.     Cerebral (December 2023): The NY AG alleged that online mental health provider, Cerebral, informed subscribers they could cancel by email, but then made subscribers take additional steps (e.g., completing a multi-question survey before processing the cancellation). Cerebral allowed itself up to 72 hours to finalize cancellations – and at times took a week or more. The company used the extra time to contact subscribers with multiple retention offers to try to convince them not to cancel. When Cerebral’s delay straddled a consumer’s billing date, Cerebral charged the consumer for another month of service. The NY AG entered into a $740,000 settlement and provided $540,000 in restitution to impacted consumers.

The message from state attorneys general is clear - subscription practices that were acceptable just two years ago are now litigation targets. Businesses can no longer afford a wait-and-see approach to compliance with auto-renewal laws, given recent enforcement trends.

Companies that embrace comprehensive state-level standards and the FTC’s ROSCA rule requirements across all operations are best positioned to not only defend against state enforcement actions but also build stronger customer relationships while avoiding costly enforcement actions.

When formulating your business compliance strategy, a good first step is to review the applicable state law requirements.

State Autorenewal Requirements

The Good Faith Exception:  Several states (California, Illinois, Florida, Wisconsin, Louisiana, North Carolina, and Washington D.C.) provide businesses with an affirmative defense against violations if they can demonstrate a genuine attempt to comply with applicable statutes. However, this exception provides limited protection against aggressive enforcement by attorneys general who may pursue violations regardless of intent.

Compliance Framework

When adopting a compliance framework, many businesses elect to apply the strictest disclosure, consent, renewal, and cancellation requirements to all consumers nationwide rather than maintaining state-by-state variations to ensure operational efficiency while working to meet or exceed all current requirements. You can consider adopting the sample compliance framework below to help you get started with building your robust compliance program.

1.   Disclosures, Consent, Cancellation, and Reminder Practices

• Implement disclosure requirements with pre-purchase disclosures of price, term, and cancellation requirements before confirming billing information

• Obtain “express affirmative consent” specifically to auto-renewal terms using unchecked boxes

• Provide same-day cancellation through every enrollment channel with 24-hour processing

• Send annual reminders to all subscribers and advance notice of price changes

2.   Operational Requirements

• Real-time cancellation processing across all channels

• Automated reminder and notification systems

• Comprehensive audit trail logging

• Customer service training for immediate cancellation processing

• Regular compliance audits and state law monitoring

3.     Record Retention

Businesses should maintain consent records, disclosure documentation, cancellation logs, and communication history for 4 years, including timestamps, IP addresses, and proof of required notifications.

Conclusion

In an economy where customer trust drives recurring revenue, making it easy to leave remains the best way to encourage customers to stay. Businesses looking to forge strong customer relationships often build loyalty and retain existing customers by starting the relationship on the right foot with clear disclosures and transparent billing and cancellation policies.

With state attorneys general securing multi-million dollar settlements, business practices that seemed acceptable just two years ago are now active litigation targets. Contact Susan Duarte, Partner at Marashlian & Donahue and leader of the Product Counsel and Privacy Practice. Susan has successfully defended clients before the FTC and State Attorneys General and will help position your business for sustainable growth in this increasingly regulated environment.

Blake Morgan, futurist, keynote speaker, and bestselling author, will be taking the stage at the SOCAP National Conference October 14–16 in Phoenix!

Get a glimpse of her thought leadership in her latest episode of The Modern Customer Podcast, where she explores how Crayola has built a 120-year legacy of creativity and customer connection.

The Modern Customer Podcast – July 22, 2025

When you think of Crayola, you probably think of crayons. But for  Victoria Lozano,  Crayola’s Chief Marketing Officer, the brand is far more than a childhood staple. It’s a multi-sensory, cross-generational experience.

In this episode of The Modern Customer Podcast , Lozano shares how Crayola turns creativity into a business strategy. Her team leads not just marketing, but education, apps, in-store experiences, and branded content—all part of what she calls “an ecosystem of products, content, and experiences” designed to inspire.

🎧  Listen to the full episode on Apple Podcasts,  Spotify or  your favorite podcast platform. 

By: Dom Nicastro

July 7, 2025

The Gist

Conversational AI is booming—but complex. With 192% projected growth by 2031, CX leaders face pressure to adopt—but success isn’t guaranteed.

Agent experience matters. AI tools like transcription and summarization often add work instead of removing it, according to new frontline research.

Most brands still fall short on results. Only 11% of companies say they’re highly effective at using AI to deliver human-like conversations.

Conversational AI is having its breakout moment. But are contact center agents celebrating? Maybe not.

According to a July 4 Research and Markets report, the global conversational AI market is expected to grow from $17.05 billion in 2025 to $49.8 billion by 2031. That marks a growth projection of 192% overall from 2025 to 2031. And it has a compound annual growth rate of 24.7% projected through 2029.

The promise of AI isn’t speculative: According to CMSWire’s 2025 Digital Customer Experience Report, 46% of CX leaders already expect AI to significantly reshape digital customer experience within the next five years.

For customer experience (CX) leaders in the call center world, the implications seem clear: legacy IVR systems and basic chatbots may not compete with modern, generative AI-enabled conversational AI platforms. The 2025–2026 Conversational AI Solutions for the Enterprise report offers a detailed look at six enterprise-grade vendors—Cognigy, IntelePeer, SESTEK, Teneo, UJET and Verint Systems—across 170+ RFP-aligned criteria. (Naturally, this is just one research firm's assessment of random vendors; there are many more vendors offering conversational AI, such as NiCE, LivePerson, Uniphore, Parloa, Talkdesk, Five9, Genesys, Sprinklr and many others).

But is it all just a romanticized notion and nothing more? Where automation and human meet seamlessly for a new era of contact center agent experience?

Some industry reports tell a story of more sizzle than steak when it comes to conversational CX. More on that in a bit.

Call Center AI Capabilities at a Glance

This table highlights key differentiators in enterprise-grade conversational AI platforms based on findings from the Research and Markets report.

Capability – Why It Matters
Real-Time Guidance (RTG) – Delivers context-sensitive next-best actions to agents during live interactions
Automated Post-Interaction Summarization – Reduces agent workload and improves handoffs between channels
Multimodal Orchestration – Enables seamless integration across voice, chat, and digital channels
Human-in-the-Loop Escalation – Ensures automation flows can hand off to humans intelligently when needed
Live Translation – Supports multilingual service delivery in real time

What's resonating in call centers today? About 40% of organizations rank customer service automation — including chatbots — as the most useful generative AI application in CX today, making conversational AI platforms a natural next step, according to the CMSWire State of DCX report.

Related Article: What Is Conversational AI? More Than Just Chatbots

Agent Augmentation Becomes the Real Battleground

The conversational AI report features that what separates leaders from laggards isn’t just AI—it’s how that AI empowers humans. Agent-facing capabilities like real-time guidance, transcription translation and automated summaries are core differentiators in today’s conversational AI race. These features enable hybrid service models where automation and human touch coexist more seamlessly.

According to CMSWire’s 2025 Digital Customer Experience Report, 26% of organizations cite limited insights into customer needs or the customer journey as one of their top digital experience challenges — a key pain point that CAI platforms aim to address.

Is Conversational CX Delivering? A Reality Check

But what does this look like in execution? Just today, July 7, cloud communications platform provider Infobip released findings from a new study conducted by Harvard Business Review Analytic Services (HBR-AS) revealing a hard truth for conversational CX: while 93% of those surveyed from the HBR audience recognize the high importance of creating positive conversational experiences, only 36% believe their organization is highly effective at it. Further, just 11% report they’re highly effective using AI to deliver human-like conversations.

The majority struggle to translate investment into measurable outcomes—like reduced call handle time, satisfaction gains or consistent self-service deflection.

This highlights a critical risk: without a clear strategy, coherent metrics and continuous optimization, brands risk deploying glossy conversational AI tools that end up underperforming—despite hefty price tags and high expectations.

"While everyone talks CX, almost no one delivers. When brands can’t deliver meaningful, human-like conversations, they don’t just lose efficiency - they lose trust. It’s time to rethink what customer experience really means in the AI era."
– Ben Lewis, VP Marketing and Growth at Infobip.

A flowchart-style illustration titled “Where AI Enhances—and Where It Adds Work,” showing a customer interaction path through a conversational AI assistant, escalation to a human agent, and AI-generated summaries, with icons highlighting friction points like transcription errors and manual summary edits.

Despite its promise, conversational AI often adds friction—this illustration shows how tasks like transcription and summarization can still burden human agents.

Simpler Media Group

Related Article: Intuit Gets Conversational: AI Agents Tackle CRM, Finance and CX Tasks

What Agents Really Think About Conversational AI

Further, a July study titled “Customer Service Representative’s Perception of the AI Assistant” reveals how frontline agents experience AI in the contact center. While AI tools like real-time transcription and automated summaries are intended to save time, many agents say they often create extra work.

For example, transcripts were helpful when customers spoke quickly—but prone to errors when accents or call lengths increased. Summaries required rephrasing or trimming to meet documentation requirements. Emotion recognition? Most agents found it inaccurate and ignored it entirely.

The takeaway: Even well-intended AI features can disrupt workflows when they’re not calibrated to how agents actually work. For CX leaders, the lesson is clear—successful AI doesn’t just perform; it fits.

Enterprise Buyers Want More Than Flashy Demos

As for the Research and Markets report, that includes a side-by-side comparison of over 170 functional, technical and strategic questions. These include:

• Generative AI feature maturity and model governance
• Omnichannel orchestration UX
• Post-call analytics and reporting depth
• Security, compliance and integrations with CDP, CRM and DXP platforms

CMSWire’s 2025 CDP Market Guide shows that nearly 70% of companies investing in conversational AI are simultaneously updating their customer data strategies. Deep integrations are no longer a nice-to-have—they're table stakes.

Smart Takeaways for CX Decision-Makers

• Map capabilities to CX maturity. Are you focused on better routing, next-best-action or full orchestration? Let this guide your shortlist.
• Don’t overlook orchestration design UX. Platforms that simplify flow building are the ones your teams will actually use.
• Usability trumps novelty. The most powerful generative AI features mean little if agents don’t trust or adopt them.
• Not About Replacing Humans—It’s About Improving ConversationsCustomers don’t care if their support comes from an AI or a person—they care if it’s fast, clear and doesn’t waste their time. The best conversational AI platforms today are not replacing humans; they’re making them better. And they’re doing so across multiple touchpoints, with a blend of automation and intelligence that finally feels seamless.

According to CMSWire’s 2025 DXP Market Guide, while many Digital Experience Platforms offer chatbot capabilities, the guide emphasizes the broader value of AI across the experience stack — from content generation and personalization to predictive analytics and workflow automation. Some platforms, like CoreMedia and Crownpeak, integrate conversational features as part of an orchestration suite, rather than as isolated tools.

As the conversational AI market accelerates, the question CX leaders must ask is simple: How will this solution transform our conversations—for customers and for agents? The right answer could set the tone for years to come.

Core Questions About Conversational AI in the Enterprise

Editor's note: Key questions surrounding the role, limitations and strategic value of conversational AI platforms for customer experience leaders.

What is conversational AI and how is it used in the enterprise?

Conversational AI refers to technologies that enable machines to understand, process and respond to human language. In enterprise settings, it's used in customer service, contact centers, IT help desks and employee support. These systems may include chatbots, voice assistants and AI-powered agent tools.

What are the benefits of conversational AI in call centers?

Conversational AI can reduce handle times, enable 24/7 self-service and support agents through real-time transcription, sentiment analysis and automated summaries. When deployed effectively, it improves customer satisfaction while easing workload on support teams.

What challenges are companies facing with conversational AI?

Despite rising adoption, few companies feel they’ve mastered conversational AI. A July 2025 study by arXiv found that only 11% believe they’re highly effective at delivering human-like AI conversations. Agents often report friction—such as summary rework or inaccurate transcripts—when tools aren’t aligned to workflow needs.

How do successful organizations evaluate conversational AI platforms?

Leading CX teams prioritize vendor evaluation across criteria like generative AI maturity, integration with CDP/DXP/CRM platforms, orchestration UX, security and compliance. Tools that enable continuous improvement and real-time guidance tend to see higher adoption.

What role does conversational AI play in the larger CX tech stack?

While some treat conversational AI as a standalone chatbot, more mature organizations integrate it as part of a broader experience architecture—connecting data, journey orchestration and service design into a unified customer flow.

At UBS, balancing trusted relationships with modern technology means delivering high-touch service for longtime clients—while building seamless, in-app experiences for the next generation.

That’s the challenge facing Allison Landers, Chief Experience Officer of Banking and Lending at UBS, where she’s reimagining CX for one of the world’s most elite and complex client bases

In this episode, Allison shares how UBS is balancing white-glove legacy service with the urgency of digital transformation—and why today’s CX leaders must design with both empathy and impact. Because great experiences don’t just delight customers. They sustain trust and build loyalty that protects the business.

Before joining financial services, Allison helped launch AOL’s iconic CD program. Now she’s leading the charge to modernize client journeys without breaking the advisor-client bond at the center of UBS’s model.

In this episode, we cover:

• The real reason UBS had to launch banking products like mortgages and credit cards

• How trusted advisors can unintentionally mask broken experiences—and why that’s risky

• Allison’s journey mapping playbook to prioritize and scale what matters most

• Why modern CX leaders must be relentless operators, not just visionaries

• What it takes to lead transformation across legacy systems and siloed teams with sky-high expectations

This episode is packed with practical insight for CX and digital leaders navigating complex organizations where trust is earned, and every interaction matters.

Tune in now to hear how UBS is protecting its most valuable relationships while building for what’s next.

Listen to the episode on  Apple Podcasts, Spotify or your favorite podcast platform.

RingCentral Launches AI Receptionist for Automated Call Handling

RingCentral has introduced an AI Receptionist, a virtual assistant designed to streamline inbound call management for businesses. This new AI tool uses natural language processing to understand caller intent and route them to the appropriate department or person eliminating the need for traditional phone trees.

Key features include:

• Voice-based interaction with callers using conversational AI

• Integration with RingCentral’s existing platform

• Customization options for specific business needs

• Improved efficiency for contact centers and customer-facing teams

The AI Receptionist is part of RingCentral’s broader push into AI-powered communication tools aimed at enhancing customer experience and reducing operational friction.

Read more: CMSWire Article

On June 22, 2025, Texas Governor Greg Abbott signed into law the Texas Responsible Artificial Intelligence Governance Act (“TRAIGA”), a cross-sectoral statute regulating artificial intelligence (AI) systems. TRAIGA will take effect on January 1, 2026. It introduces disclosure, conduct, and enforcement obligations that affect both public agencies and private entities operating or doing business in Texas.

TRAIGA’s enactment marks Texas as the fourth state to adopt a comprehensive AI governance regime, following California, Colorado, and Utah. Although federal legislation on AI remains under debate, including a proposed 10-year moratorium on state regulation, TRAIGA reflects a growing trend among states to preemptively govern AI risks and high-impact applications.

Scope and Applicability

TRAIGA prohibits the development, deployment, or distribution of AI systems that are intentionally designed to manipulate behavior, produce discriminatory outcomes, or generate harmful deepfakes (especially involving minors). The law further bans the capture of biometric identifiers without express consent and establishes disclosure requirements for government entities that deploy AI in public-facing services.

While many of the obligations apply specifically to state agencies, the law imposes meaningful restrictions on private-sector companies that develop or deploy AI tools in Texas. Importantly, TRAIGA includes a broad construction clause and per-violation penalties ranging from $80,000 to $200,000 if violations are not cured within 60 days. There is no private right of action; enforcement is exclusively vested in the Texas Attorney General.

Implications for Telecommunications Providers

Telecommunications companies, including facilities-based carriers, VoIP providers, and MVNOs, should carefully evaluate their exposure under TRAIGA. Many commonly used AI applications, such as automated customer segmentation, ad targeting, loyalty programs, or service optimization, could fall within TRAIGA’s scope depending on intent and impact.

Telecom providers that deploy AI-driven customer interaction systems, including chatbots or upsell tools, must assess whether such systems could be viewed as manipulating consumer behavior. Similarly, companies collecting call detail records (CDRs), network metadata, or voiceprints for fraud prevention, analytics, or personalization may be subject to biometric and behavioral use limitations.

Vendors serving Texas public agencies may be required to disclose how AI systems operate and what data they rely on. Telecom contractors to the state should also be aware that agencies must develop “acceptable use” policies and internal ethics guidelines under the new law.

Other Sector Considerations

TRAIGA’s prohibitions extend beyond telecom and may imply companies in adtech, biometrics, cloud AI services, and customer analytics. The law’s intent requirement means companies will need to show reasonable diligence and compliance efforts to mitigate enforcement risks. Although TRAIGA does not ban AI outright, companies must ensure their systems do not generate or reinforce harmful or discriminatory outcomes and are not deployed for exploitative purposes.

TRAIGA also establishes a regulatory sandbox for AI innovation under the Texas Department of Information Resources, allowing companies to test systems in a limited environment while insulating against certain liabilities—subject to approval.

Next Steps for Businesses

With the effective date approaching and the potential for significant penalties, businesses operating in or serving customers in Texas should begin reviewing their AI governance practices. We recommend:

• Auditing existing AI tools and vendor systems for potential manipulation, discrimination, or biometric data use.
• Updating contracts and terms of use reflect new disclosure and consent obligations.
• Implementing AI governance policies and employee training programs, especially for teams deploying or procuring AI tools.
• Engaging with the AI sandbox, if applicable, to limit compliance exposure for new models.

On this episode of the Modern Customer Podcast, Customer experience is no longer a “nice-to-have.” It’s a core business driver that directly impacts growth, loyalty, and long-term success for modern businesses.

If your company isn’t customer-centric at the core, it won’t stay competitive in the next five to ten years.

In this special solo edition of The Modern Customer Podcast, I zoom out to share a quick pulse check on where customer experience is heading and the five trends I’m seeing shape the next wave of transformation.

Here are the 5 customer experience trends every leader needs to act on now:

1. Generative AI is going from hype to help

2. Personalization is really growing up

3. Trust is the new currency

4. Employee experience equals customer experience

5. Speed to value is everything

From voice AI resolving roadside assistance with zero human handoff to airlines rerouting passengers in real time, customer experience is becoming faster, smarter, and more human-feeling than ever.

The most successful companies aren’t waiting. They’re breaking silos, modernizing operations, and using AI to create seamless experiences across marketing, product, service, and tech.

Listen to the episode on  Apple Podcasts,  Spotify or  your favorite podcast platform.

I have noticed myself saying please and thank you when I am using ChatGPT and treating it as a human, do you do that? According to Sam Altman , the CEO of OpenAI, it's costing millions. So why do we do this?

Recently, my podcast co-host, Professor Ryan Hamilton , and I spoke at the SOCAP Conference sponsored by IA Solutions. Ryan, being the clever academic, gave a cracking talk about the psychology behind how customers respond to AI.

Trust Issues: Customers Are Suspicious of AI and Rightly So

Ryan kicked things off with a stat that made the audience do a collective sharp intake of breath.

👉 50% of customers say they trust companies LESS when they know they use AI.

Yes, just the knowledge that AI is in the mix is enough to knock a brand down a few pegs in the trust department.

Now, some of you might be thinking: “That’ll change as AI becomes more common.” And you’d be right. But today, trust in AI still feels like handing your wallet to a magician and hoping your credit card comes back unscathed.

Ryan explained this mistrust isn’t just paranoia. It’s grounded in something psychologists call “outgroup attribution.” Customers treat AI like a suspicious stranger at a family barbecue. Sure, they might smile politely, but they’re definitely not going to reveal any deep and dark secrets they may have.

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What does half a billion minutes of AI-powered customer service calls sound like?

On this episode of The Modern Customer Podcast, I chat with Benjamin Gleitzman, CTO and co-founder of Replicant. His company built an enterprise-grade AI platform that powers some of the industry's most advanced voice agents.

Benjamin explains how voice automation is finally delivering on its promise. It's not just for simple questions anymore; it can handle complex customer emergencies with empathy and efficiency. This isn't just a theory, either. Replicant's voice AI has already managed over half a billion minutes of real-world customer conversations.

This AI doesn't just sound natural; it thinks on its feet, adapts in real time, and helps customers solve complex problems. It’s set up to handle an emergency roadside service scenario, just like the Replicant AI agents that have automated millions of calls for North America’s largest roadside assistance providers.

Don't miss out on this insightful conversation and your chance to interact with a truly advanced AI!

Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.

15-May-2025 by Cassandra Stern

As beauty industry stakeholders rely more on consumer reviews, distinguishing organic feedback from incentivized responses is crucial to avoid missteps in product innovation.

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