Customer Experience

Happier Holidays: How Retail Contact Centers Can Tackle Seasonal Demands with AI

Retail contact centers are under immense pressure during the holiday season, as shoppers expect seamless and efficient support. AI-driven solutions can help tackle this demand surge by automating routine inquiries, enhancing personalization, and ensuring a smooth omnichannel experience. Learn how AI enables retail contact centers to deliver exceptional service, foster customer loyalty, and streamline operations during the busiest time of year.

Customer experience optimization: Everything you need to know

In this deep dive, understand how companies can improve their business across every touchpoint through customer experience optimization.

Decoding customer satisfaction: The power of CX analytics

Dig into CX analytics and understand how transforming raw customer data into actionable insights is empowering contact centers to not only meet but exceed customer expectations.

3 key considerations for successfully deploying AI for customer care

Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way

Generative AI’s role in the rapid advancement of CX

To clarify the value of generative AI in improving customer experience, Metrigy Research explored Generative AI’s Role in Rapid Advancement of CX in a recent whitepaper. We’ll highlight some of the report’s key insights to support your CX journey.

How Five9 and Cresta Work Together For Exceptional Customer Experiences

Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.

New report: The Inner Circle Guide to Next-Generation Customer Contact

“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.

Four Key Ways to Ensure Your Generative AI Plan is Ready

AI-enabled apps are increasing significantly; companies are forging ahead with adding all types of AI capabilities to CX apps because of the substantial benefits. Make sure your generative AI plan is ready to go.

Going Deeper: How Cresta Integrates With AWS

Learn more about how Cresta integrates with AWS to improve our shared customers' experiences.

3 Ways AI Will Transform Operations Across the Enterprise

Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.

How do Americans Feel About Engaging Virtually?

Cresta conducted a survey of 2,000 U.S. adults in November 2022 to better understand how Americans feel about engaging with virtual agents, and how these opinions may differ by geography and demographics. Here are our findings.

4 Ways Porsche is Driving Best-in-Class Customer Experience

Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.

Stop the Revolving Door: How to Reduce Attrition in the Contact Center

To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.

Why Personalization is Central to the Smart Contact Center

We discuss CCW's latest report on the role of personalization in customer service and revenue growth, and the need for 'smarter' tech in the contact center.

4 Trends Shaping Contact Centers in the Insurance Industry

Four trends continue to have tremendous impact on the intersection of contact centers and generating value in the insurance industry, and require a strategic and full response.

Three Ways AI Supercharges Your Contact Center

Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.

How to Build Differentiated CX in Financial Services

How can financial services leaders build better CX to foster a loyal customer base? In a complex industry growing more saturated, a few key opportunities to stand apart have emerged. We’ll outline the ways financial businesses can differentiate themselves, and highlight the ways Cresta can help. Read this blog post to learn more.

How Cresta Helps Airlines Improve Customer and Agent Experience

When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!

Holiday Inn Club Vacations: Driving Customer Obsession with Cresta

Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.

Driving Better CX to Celebrate Life’s Big and Small Moments

Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.

CX Employee Experience: How to Help Agents Love What They Do

In contact centers, we’ve heard time and time again: the bedrock of customer exp

Scale for Success with Real-Time Customer Service AI

In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.

How Conversational AI Helps Build A High-Performing Support Team

Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.

Average Handle Time Isn’t Sexy But It’s Vital for Modern Contact Centers

Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.

Why Contact Center AI is a Big Deal for Customer-Focused Brands

The pandemic spurned a mass customer adoption of digital channels. Yet, despite (or perhaps because of) this mass adoption, 58% of customers surveyed in 2021 said they now expect more from customer service.

4 Ways to Assist Contact Center Agents with AI & Automation

Today’s modern contact center provides critical touchpoints for a variety of customer communications. Whether it’s phone calls, texts, webchats, email, or social media channels, contact centers have evolved beyond

Prioritizing the CX Metrics That Matter

Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated

Scaling Behavior Change Across 1,000 People

Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.

Maximizing Contact Center Productivity

Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.

Improve Your Net Promoter Score with Cresta

Call centers have been flooded with an unprecedented amount of call volume since the beginning of the pandemic as customer

What’s Your Average Handle Time (AHT)?

Average Handle Time (AHT) is a tried-and-true metric impacting several mission-critical contact center key performance indicators (KPIs)...

Announcing Cresta for Customer Service

Real-Time Assistance and Conversational Insights for Customer Service Teams

Five Lessons For Transitioning to a Remote Contact Center

As the world unites to slow the spread of COVID-19, businesses are stepping up to play th...

Experts On Day One

Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms, reading papers, and programming to become “experts.”

Cresta’s AI Agent is Omnichannel: Seamless Conversations, Anytime, Anywhere

Our Own Zero to One: Lessons Learned in Building The Brinks Home AI Agent

AI Maturity Blueprint: A Practical Guide to Scaling AI Adoption in the Contact Center

Cresta Named a Leader and “…a Force To Be Reckoned With” in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025