Contact Center Pipeline Blog

Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together. There is the physical piece of carrying their customers safely, quickly, and making every effort to do so on time, and with a reasonable amount of comfort at market-tolerable fares. Then there is the customer engagement […]

In our September 2025 issue, we featured an article, “The Road Ahead for Auto Finance CX,” which examined automotive finance lending and included an interview with Tod Chisholm, President of Integrated Financial Technologies (IFT). Following on that story, we wanted to share what happens once the deal is made to purchase the vehicle. We found […]

Customer experience has become the defining battleground for many businesses. Organizations are racing to create faster, smarter, and more personalized interactions. The question facing us today is not whether to innovate, but how to find the right balance. As multimodal AI moves towards practical application, businesses now have the ability to understand customers across text, ...

It seems that everywhere you look these days, the conversation is focused on AI, and our most-read blog posts this month are no exception. At the top of the list, Stéphane dives into how agentic AI is being implemented across all areas of the contact center, from hiring and training to customer experience, and why […]

In an era where businesses invest billions in digital self-service platforms, a surprising trend has emerged: customers are increasingly turning to voice channels when their needs go beyond simple queries. Recent survey data from ContactBabel’s “US Customer Experience Decision-Makers’ Guide” reveals a fundamental shift in consumer behavior that challenges the conventional wisdom...