Smart Customer Service White Papers
NICE
[Report] Discover how leaders are maximizing their CX using 3 top AI trends
AI continues to rewrite customer service rules and the smartest companies aren’t waiting to catch up. They want to get ahead of it. In fact, 50% of all contact center leaders will increase AI investments this year.
Also, did you know 70% of contact centers have had issues integrating customer service tools? Now, they’re turning to an all-in-one AI solution to help customers and sharpen their competitive edge.
See how leaders are using three proven trends to actually resolve customer problems through actions—not just interactions.
The CCW report reveals how to:
- Boost performance by empowering agents with AI
- Simplify operations with a unified AI platform
- Optimize customer journeys across every touchpoint
- Achieve customer satisfaction breakthroughs like Sony
Get 3 trends to drive your strategy.
NICE
Drive results with strategic AI process management
Despite the immense promise of digital transformation, many organizations struggle to realize the productivity gains expected from AI and advanced technologies. According to McKinsey, 30% of employee time is lost to non-value-added data work.
In this Harvard Business Review webinar, “Maximizing ROI with AI-Driven Process Management,” Thomas Davenport, president's distinguished professor of information technology and management at Babson College, and Tom Redman, president of Data Quality Solutions, will explore how a new approach to process management can help unlock the full potential of AI-driven transformation by integrating people, processes, and technology.
Harvard experts reveal proven methods to:
- Unite workflows across operations for exponential business gains
- Optimize processes continuously with AI insights
- Streamline experiences for seamless service
- Maximize efficiency at scale with AI-powered workflows
Drive AI ROI. Watch the webinar.
NICE
Unlock the Power of AI Agents – Insights from Forrester
AI agents are transforming business operations by automating decision-making, enhancing productivity, and streamlining processes. With advancements in generative AI and large language models, AI agents are set to drive innovation across industries. Forrester’s research explores the future of AI agents, revealing how these intelligent systems can drive growth and improve outcomes for businesses.
What You'll Learn:
- How AI agents combine critical thinking and automation to improve business efficiency
- Key use cases where AI agents are already making an impact
- The challenges and considerations businesses face in adopting AI agents
- Predictions on how AI agents will evolve and their potential long-term impact
Stay ahead of the competition. Explore Forrester's insights and learn how AI agents can transform your operations.
NICE
From problem-solver to game-changer: AI brings the “Wow”
In today’s world, bold strides are taking place in the customer service industry, and artificial intelligence is fundamentally transforming customer experiences. Yet, many organizations are still stuck with clunky, outdated processes and technology, missing out on the “WOW” moments that can delight customers and elevate companies to new heights.
But AI isn’t just about cutting costs and speeding up resolutions—it’s about truly transforming the way your brand interacts with customers and the outcomes of those interactions. To stay ahead, companies must be at the forefront of AI maturity, able to augment this technology to personalize experiences, automate complex workflows, and support human agents with real-time insights. This means faster, smoother service—and happier, loyal customers.
Here’s how industry leaders leverage next-gen AI:
- Transform service with agentic AI that resolves issues autonomously
- Deliver personalized experiences that anticipate customer needs before they arise
- Boost agent productivity with AI copilots that eliminate repetitive tasks
- Create seamless omnichannel journeys with intelligent workflow automation
Optimize your interactions with AI for swift, smart, and seamless service.
8x8
Learn how modern CX solutions—powered by AI, automation, and a unified platform—can boost productivity, cut costs, and transform CX.
What you’ll learn in this game-changing CX guide:
- Slash costs, not service: High agent turnover is bleeding your budget. Learn how automation and AI can reduce churn, cut training time, and improve efficiency—without sacrificing customer experience.
- Empower agents, elevate CX: Disconnected tools and manual processes slow your team down. Discover how a unified platform and smart automation make agents more productive, engaged, and ready to deliver seamless service.
- Turn data into your superpower: Stop guessing and start optimizing. See how real-time analytics and AI-driven insights help predict customer needs, improve response times, and drive measurable CX improvements.
- AI that works for you, not against you: Learn how to implement AI intentionally—automating repetitive tasks, enhancing self-service, and delivering hyper-personalized customer interactions.
One platform, unlimited potential: Break down silos and unify customer interactions across voice, video, chat, and APIs. See how businesses are leveraging a single CX platform to improve collaboration, reduce complexity, and scale effortlessly.
8x8
Discover how leaders within Customer Experience (CX), IT, and Operations are shaping the future of CX in our latest report. From breaking down communication silos to building secure, scalable systems that harness the power of AI, this report provides key considerations to help you lead CX transformation and drive sustainable business growth.
Check out our latest report for key insights such as:
- The Importance of Unified Systems: Learn how automation, breaking down silos, and unifying customer interaction data can increase operational efficiencies, streamline workflows, and deliver seamless customer experiences across every touchpoint.
- Strategic Roles in the CX Transformation: Understand how IT and Ops leaders can transition from support roles to strategic partners, driving innovation and aligning technology investments with business objectives.
- Future-Proofing CX Practices: Considerations for building resilient, scalable systems by integrating people, processes, and technology for long-term CX success.
The Power of Proactive CX: Learn how leveraging unified data, AI-driven insights, and personalized interactions can help your organization anticipate customer needs and foster loyalty.
8x8
Great design isn't a look — it's an infrastructure.
8x8 brings UCaaS and CCaaS into one native platform with a shared data layer, unified governance, and real-time AI. It’s built for scale, speed, and simplicity.
What you’ll learn in this free eBook:
- The true cost of over-integrated comms stacks.
- How a single intelligence layer captures every interaction.
- Why JourneyIQ replaces legacy dashboards with live AI.
- The technical edge of a unified SLA and shared security model.
- How to reduce vendor sprawl while gaining more control.
Modernize with 8x8—your single solution for employee and customer communications, powered by CIDP and real-time AI.
Language I/O
A practical guide into multilingual business strategies and AI adoption
AI dominates the headlines week after week, with much of the focus on its thrilling capabilities and transformative potential in the workplace. Yet, amid the excitement, a rising sense of unease is also taking hold.
Effective multilingual communication has become crucial for operational efficiency, customer satisfaction, and growth as businesses expand into new markets and manage diverse workforces. The surge in AI adoption is reshaping enterprise strategies, with AI tools now being the most widely used solutions for language-related tasks (33.8%).
A recent Language I/O report, based on insights from over 1,000 business leaders in North America and EMEA, explores how global enterprises with 5,000+ employees are tackling multilingual challenges and adopting AI-powered language tools in 2025.
Download the guide!
LanguageIO
Customer Support Is Under Pressure
Global expectations are rising. Product complexity is growing. Language diversity is expanding. But budgets? They’re tighter than ever.
Support leaders once had to choose between: speed vs. personalization or cost vs. quality. Not anymore.
Today’s AI-powered, data-driven strategies are transforming the economics of enterprise support - reducing costs by up to 35% while improving CSAT by 10-15 points.
Introducing the Playbook for Modern Support Efficiency
Explore the five proven strategies driving immense impact across global enterprises:
- Support Center Consolidation
- Self-Service Transformation
- Predictive Analytics for Proactive Support
- Intelligent Automation of Back-Office Processes
- Technology Stack Simplification
According to a 2025 commissioned study by Forrester Consulting on behalf of TransUnion®, 86% of decision-makers across a wide range of industries said that even as their outbound call volumes decrease, the phone is still the most important outbound channel for meeting customer service goals and increasing revenue. Furthermore, in 2024, as the top overall business goal, growing revenue was considered more important than improving the customer experience.
The issue is that businesses face numerous obstacles in reaching customers by phone, including the need for:
- Up-to-date contact information: 74% of respondents said they have what’s considered below a good right-party contact rate, and face limitations or missing functionality around contact data intelligence and the best day and time to reach customers.
- Context on calls (like logo) and call authentication: Three out of four decision-makers said accurate caller ID information displayed for outbound calls is important for increasing contact rates.
- Protection against call spoofing: Two out of three decision-makers considered protection against call spoofing and related fraud as essential for enhancing customer engagement and increasing contact rates.
The study also highlights strategies and solutions that help businesses reach more customers and reduce call spoofing and fraud.