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The Human Side of AI: Building a Unified Hybrid Human/AI CX Workforce October 2026 AI is transforming frontline service operations faster than the structures designed to support the human employees (agents and supervisors) who anchor them. CX organizations and contact centers are being enhanced with real-time intelligence, customer context, predictive insights, automated reasoning, and AI-enabled… Read More »The Human Side of AI: Building a Unified Hybrid Human/AI CX Workforce

2026 CX AI Playbook: Strategic Outlook and Investment Priorities Published February 2026 AI is reshaping CX faster than ever, and 2026 is when the experimentation phase ends. Enterprises are moving from pilots to production and expect real outcomes, real efficiency gains, and real ROI. DMG’s 2026 CX AI Playbook examines how organizations are modernizing their… Read More »2026 CX AI Playbook: Strategic Outlook and Investment Priorities

Beyond the Myths: The Realities of AI in CX Executive Brief Published June 14, 2026 AI is reshaping customer experience at an unimaginably fast pace that few predicted even two years ago. New capabilities are emerging monthly, vendors are racing to differentiate their offerings, and CX leaders are under growing pressure to “get AI right”… Read More »Beyond the Myths: The Realities of AI in CX Executive Brief

This report delivers a clear and forward-looking analysis of how AI, analytics, and automation are reshaping the workforce management (WFM) landscape, and what CX and operations leaders need to know.