DMG Consulting LLC

07/29/2026

Time to tackle some AI myths!

MYTH: We can hold off on investing in AI.

REALITY: This mindset shows up in many forms (“we’ll wait until the tech matures," “we’re being cautious,” “others can figure it out first”), but they all mean the same thing: the company isn’t investing in AI. And that’s a mistake. AI technology and systems are not moving toward a stable, final version that organizations can adopt later. It improves
incrementally on a continuous basis. Every month of inaction widens the gap between companies that are learning, piloting, and building literacy, and those that aren’t.

Thoughtful adoption is smart and establishing an AI center of excellence (CoE) or a small specialist group can help, but confusing inaction with caution puts organizations at a disadvantage. You don’t need to go all‑in immediately, but you do need to start. Run
pilots, build internal understanding and skills, and identify where AI can solve real problems. Start small, start smart, but start now.

https://www.dmgconsult.com/free-reports/beyond-the-myths-the-realities-of-ai-in-cx-executive-brief/

07/28/2026

AI is everywhere in CX right now: in vendor pitches, boardroom conversations, budget cycles, analyst reports, earnings calls, and conference presentations. But for all the excitement, one thing has become clear: many of the claims and assumptions about AI’s impact on CX organizations are not true. And those misconceptions are inflating expectations, slowing down progress, and creating avoidable failures.

2026 is the year CX leaders are moving from AI pilots and experimentation to operationalizing it. But for companies to succeed, they need clarity, not hype. The successful organizations will be the ones who understand what AI can and can’t do and what it takes to make it work. And that starts with a clear understanding of what AI is and isn’t capable of today and in the near-term.

https://www.dmgconsult.com/free-reports/beyond-the-myths-the-realities-of-ai-in-cx-executive-brief/

07/23/2026

Did you know that DMG now has TWO FREE REPORTS available for download? If AI and WFM are priorities in your business, don't miss out on the complimentary data and insight of both reports. COMMENT BELOW AND WE WILL SEND YOU BOTH!

07/22/2026

You still have a couple of hours to register for the 2pm webinar about CX and AI that you don't want to miss!

In this webinar, you will learn how to uncover hidden patterns, identify root causes, and surface insights that improve decision-making.

07/21/2026

Many of the claims and assumptions about AI’s impact on CX organizations are not true. Those misconceptions inflate expectations, slow progress, and create avoidable failures.


https://www.dmgconsult.com/free-reports/beyond-the-myths-the-realities-of-ai-in-cx-executive-brief/

07/15/2026

Ask the chief operating officer of any large company to describe the current state of their customer experience back-office operations and the answer will be remarkably consistent regardless of industry.

https://www.dmgconsult.com/closing-the-cx-divide-how-agentic-ai-unifies-the-front-and-back-office/

07/14/2026

Make sure you register for the 6/16 webinar with Donna Fluss, DMG Consulting and Tim Richter, Five9! It's going to be a fantastic discussion about AI in 2026!

https://www.five9.com/registration/2026/2026-cx-ai-playbook-strategic-outlook-and-investment-properties

Customer expectations are shifting fast and the technology required to meet them is evolving even faster.

07/09/2026

AI is becoming foundational to CX operations, powering routing, self‑service, agent guidance, analytics, workforce management, knowledge, quality monitoring, workflow orchestration, and influencing enterprise strategy and decisions.



https://www.dmgconsult.com/free-reports/beyond-the-myths-the-realities-of-ai-in-cx-executive-brief/

07/08/2026

DMG's new complimentary Executive Brief highlights the gap between AI expectations and operational reality, which is slowing adoption and contributing to stalled initiatives, misallocated budgets, and unmet expectations.



https://www.dmgconsult.com/free-reports/beyond-the-myths-the-realities-of-ai-in-cx-executive-brief/

07/02/2026

The AI shift is playing out across verticals, but with particularly significant implications for CX organizations



https://www.dmgconsult.com/the-agentic-ai-platform-wars/