Blog - Industry News
Introducing Cresta Sentry-0.1: Recognize Personal AI Agents and Guide Every Response
Meet Sentry, Cresta’s proprietary ensemble model that detects personal AI agents in conversations. See how it helps CX teams recognize AI callers, guide responses, and understand emerging trends.
What 3 Enterprise CX Leaders Learned from Operating AI in High-Stakes Customer Environments
Our CCO sat down with CX leaders from Medical Mutual, CVS Health, and Optimum to talk about how they’ve rolled out AI successfully across their contact centers.
Introducing Cresta Sentry-0.1: Recognize Personal AI Agents and Guide Every Response
Meet Sentry, Cresta’s proprietary ensemble model that detects personal AI agents in conversations. See how it helps CX teams recognize AI callers, guide responses, and understand emerging trends.
How Cresta Built a World-Class Forward Deployed Engineering Team in a Year
Our Head of FDE shares what he’s learned from building a team that helps top brands deliver great customer experiences.
What I Learned by Dogfooding Our Own AI Agent, Signal
Get a deep dive on what we discovered when using Synthetic Customers on our own website's AI Agent, Signal
Recap: Cresta at CCW Las Vegas 2026
Cresta hit CCW 2026 and soaked it all up - read a recap of our week at Contact Center Week
Cresta Unveils 3 Products to Strengthen AI Platform
Principal Analyst and CEO, Robin Gareiss of Metrigy, recaps Cresta's 3 AI Agent announcements and breaks down what this means for CX leaders
What 300 Leaders Told Us About the Future of Customer Experience Work
A preview of our new research into 300 CX, support, operations, and IT leaders, exploring how AI is reshaping customer experience work, changing the role of human agents, and redefining what it takes to scale customer experience effectively.
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.
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