Donna Fluss

Once relegated to the background as a support function, KM has surged into the spotlight, propelled by company demand for AI-driven innovation, cloud scalability, and real-time decision support. dmgconsult.com/ai-propels-km-… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI #KM

Organizations have made #AI the strategic core of #CX transformation, with top goals centered on #contactcenter modernization, operational efficiency, improved reporting and analytics, expanded self‑service, and enhanced data quality. dmgconsult.com/dmg-consulting… #CA #AgenticAI

On April 21st, @NICELtd Mitch Todd and DMG Consulting president Donna Fluss dig into modern back-office CX operations. www2.cmswire.com/wb-260421-nice… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI

It’s time for #CX leaders to consider how agent well-being and burnout prevention strategies must evolve, since human agents will increasingly handle emotionally intense and cognitively demanding interactions. dmgconsult.com/workforce-mana… #DMGResearch #contactcenter #AI #CA #AgenticAI

2026 is a strong year for #CX #AI applications as organizations prioritize the platforms & operating systems that will allow modern #contactcenters to deliver experiences that are both more efficient and more personalized. dmgconsult.com/dmg-consulting… #DMGResearch #CAI #CA #AgenticAI

Looking for practical guidance for organizations looking to get started with agentic AI and minimize its risks? DMG has just what you need. dmgconsult.com/reports/2025-a… #DMGResearch #contactcenter #CX #AI #CAI #CA #AgenticAI

Join @NICELtd 's Mitch Todd and DMG Consulting president Donna Fluss on April 21 for a peek into modern back-office CX operations in action. www2.cmswire.com/wb-260421-nice… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI

As enterprises prioritize scalability, personalization, and operational efficiency, agentic AI is emerging as a pivotal enabler of this shift. dmgconsult.com/reports/2025-a… #DMGResearch #contactcenter #CX #AI #CAI #CA #AgenticAI

The market agrees that agentic AI is a category of AI with agency that delivers autonomous systems that can act on their own. dmgconsult.com/dmg-consulting… #DMGResearch #contactcenter #CX #AI #CCaaS #CA #AgenticAI

On April 21, @NICELtd 's Mitch Todd and @DMGConsultLLC president Donna Fluss, will show you what modern back-office CX operations look like when they're working. www2.cmswire.com/wb-260421-nice… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI

Enterprises are ready to move beyond pilots and into large scale #AI deployments, marking a significant acceleration in #CX transformation. Get more from DMG’s 2026 AI Playbook below! dmgconsult.com/dmg-consulting… #DMGResearch #contactcenter #CAI #CA #AgenticAI

As enterprises prioritize scalability, personalization, and operational efficiency, #agenticAI is emerging as a pivotal enabler of this shift. More in DMG’s Agentic AI: Redefining CX Automation report. dmgconsult.com/reports/2025-a… #DMGResearch #contactcenter #CX #AI #CCaaS #CA

AI agents are engineered to perceive, identify goals, reason, steer workflows, and act independently across complex technical and multimodal environments. dmgconsult.com/beyond-automat… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI

CA technologies extract BI-level insights from omnichannel interactions across an organization, allowing businesses to collect and assess customer, prospect, and employee trends, needs, opportunities, and perceptions #DMGResearch #contactcenter #CX #AI #CAI #CA #AgenticAI

In contrast to 2025 and prior years, organizations are placing greater emphasis on measuring and quantifying the impact of their #CX #AI investments to ensure they achieve the expected #ROI dmgconsult.com/2026-the-year-… #DMGResearch #contactcenter #CCaaS #CA #AgenticAI

2026 will mark a pivotal shift for enterprises, particularly customer experience organizations, as agentic AI enables them to fundamentally transform how businesses serve their customers. dmgconsult.com/cx-solutions-o… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI

CX organizations will need to change their expectations, perception, hiring profiles, and compensation for agents to align with the functional requirements of an AI-enabled contact center. dmgconsult.com/workforce-mana… #DMGResearch #contactcenter #CX #AI #CAI #CA #AgenticAI

In the contact center of the future, every interaction is intentional, every system is intelligent, and every decision is influenced by AI agents that don’t just think—but act. dmgconsult.com/cx-solutions-o… #DMGResearch #contactcenter #CX #AI #CCaaS #CA #AgenticAI

In a few short years, various AI technologies, particularly GenAI and agentic AI-enabled CX solutions, have moved rapidly from pilots and trials to more full-scale adoption. dmgconsult.com/dmg-consulting… #DMGResearch #contactcenter #CX #AI #CA #AgenticAI #GenAI

The top strategic goal for 2026-modernizing, digitizing, & #AI‑enabling the contact center-signals a shift from broad AI aspirations to specific tactics and technologies that deliver measurable outcomes. dmgconsult.com/2026-the-year-… #DMGResearch #contactcenter #CX #CAI #CA #AgenticAI