Blog - Industry News
How to Make Sure Your Team Doesn’t Hang Up on the Pope
When Pope Leo XIV called his Chicago bank, he passed every security check — and still got hung up on. Read on for why CX has a lot to learn from Pope Leo.
Cresta Crew: Hanze Li, Forward Deployed Engineer
Learn about Cresta's Forward Deployed Engineering approach and team through the eyes of Hanze Li, a Forward Deployed Engineer.
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Meet Customers Where They Are — When Their AI Is the One Calling
This blog explores how companies should prepare for a future of agent-led interactions, where automation removes friction, humans focus on moments that require trust and judgment, and oversight becomes essential to operating AI confidently at scale.
How to Make Sure Your Team Doesn’t Hang Up on the Pope
When Pope Leo XIV called his Chicago bank, he passed every security check — and still got hung up on. Read on for why CX has a lot to learn from Pope Leo.
Why Metric Obsession is Quietly Undermining Your Voice of the Customer (VoC) Program
A look at why survey-heavy VoC programs are falling short, and how leading teams are moving beyond metrics to build a more complete, actionable view of customer experience.
5 Practical Takeaways on the Hybrid Workforce from AI Expert, Pascal Bornet
In this blog, we break down the practical frameworks, governance shifts, and workforce design principles CX leaders need to build a high-performing hybrid team of humans and AI agents in 2026 and beyond.
The Hybrid Workforce is Here: What CX Leaders Must Get Right in 2026
AI is no longer just a productivity layer in the contact center — it’s becoming part of the workforce itself. In this preview of our upcoming webinar, we explore what the “hybrid workforce” really means for CX leaders in 2026, how human and AI agents will work together at scale, and what organizations must get right now to design, govern, and measure this new operating model.
Why P&C Insurers Are Turning to AI Agents for FNOL and Claims Support
How AI agents transform insurance claims by improving FNOL intake, reducing call volume, and delivering faster, clearer experiences when policyholder trust is on the line.
Experts Predict: How AI Will Continue to Reshape Customer Experience in 2026
Industry leaders and Cresta experts share their predictions on how AI will reshape customer experience in 2026—and what CX leaders should prepare for next.
Peak-Demand Excellence: How AI Agents Elevate Service for Telcos and Utilities
Telcos and utilities face relentless volume spikes during outages, billing cycles, and policy changes—when customers need fast, accurate answers most. This blog explores how AI agents can absorb predictable, high-volume interactions, and where automation delivers the greatest impact while preserving seamless escalation to human agents.
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Beyond the Demo: How to Confidently Evaluate AI Agent Platforms
Evaluate AI agents with confidence. Cresta’s Enterprise Buyer’s Guide helps enterprises move beyond containment to scalable, measurable AI success.
How AI-Powered Conversation Intelligence Is Reshaping Financial Services and Collections Strategy
From rising regulatory scrutiny to customer churn threats, learn how AI-powered conversation intelligence helps leaders surface real-time insight from customer conversations to improve collections, strengthen compliance, and protect revenue.
How Using Conversation Intelligence in the Healthcare Industry Solves Communication Gaps
Discover how AI-powered conversation intelligence helps payers and providers uncover root causes of service friction, improve member satisfaction, and support faster, data-driven decision-making.
Building AI Agents Customers Actually Love
Most AI deployments fail—not because of technology, but because they forget the human. In this webinar recap feat. Google’s former Chief Decision Scientist, you’ll learn how enterprises can design AI that delights customers, earns trust, and drives lasting loyalty.
How Retailers Use Conversation Intelligence to Uncover Buying Friction in Real Time
Discover how AI-powered conversation intelligence helps uncover real-time buying friction, surface product feedback trends, and optimize the digital-to-agent handoff—without waiting weeks for insights.
From Damage Control to Proactive Solutions: How Travel & Hospitality Uses Conversation Intelligence to Stay Ahead
Learn how leading hotels and airlines are using AI-powered conversation intelligence to manage outages, app rollouts, and guest frustration in real time.
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