CX evolved: powered by technology, led by people.

Brian Johnson

President and CEO

Tech and tools

Agentic AI,

Conversational AI,

AI translation,

airlines,

agent training,

AI,

GenAI,

Generative AI,

Retail,

Customer service analytics,

digital customer service,

customer service,

Customer experience,

Published on Tue Jun 17 2025

Updated on Fri Aug 08 2025

6 minute read

This article was co-authored by Brian Johnson and Cortney Jonas Burnos. For years, industry leaders have watched new technologies emerge, each one raising questions about its role in customer experience. From IVR to chatbots to RPA, the path forward was often uncertain. Now, AI is the latest evolution, and it is transforming how we think about CX. At Transcom, we know that AI is not a threat; we see it as a progression in the ongoing advancement of customer experience. It is not intended to replace people, but to support them, enabling customer experience professionals to operate with greater insight, speed, and consistency. The future of CX depends on the interplay between people and technology, where each brings strengths the other cannot. While AI can streamline and support, only humans can foster empathy, communicate nuance, and build lasting relationships. That is why we are developing as a technology-enabled services company, combining human expertise with modern tools to create meaningful, measurable impact.

Leading the change in CX.

At Transcom, we are committed to leading the transformation of customer experience by embedding AI as a core capability, not as a standalone tool, but as a strategic complement to human expertise. Our focus is not on technology adoption for its own sake, but on its capacity to enhance decision-making, consistency and service outcomes. This enables us to guide our brand partners through a rapidly evolving CX landscape with confidence and clarity. People remain essential, not only to manage complex, emotionally nuanced situations, but also to design, oversee, and refine the very systems AI depends on. As these technologies mature, new roles are emerging in governance, orchestration, and optimization, creating opportunities higher in the value chain and reinforcing the importance of judgment, creativity, and leadership in modern customer care.

The future of CX: human-led, tech-enabled.

The future of customer experience will not be defined by a choice between people and technology, but by how effectively the two are integrated. Success depends on aligning advanced tools with deep CX expertise, using technology to strengthen, not replace, human connection. At Transcom, we are leading this transformation by empowering our people, applying AI thoughtfully, and delivering measurable impact for our clients. Our commitment to continuous improvement positions us to shape what comes next in the CX industry. As AI continues to evolve, we are focused on practical innovation, responsible implementation, and maintaining the human-centered principles that define exceptional customer care. AI’s role in CX continues to unfold, and Transcom is committed to shaping it with insight, responsibility, and leadership.

Make your business future-proof.

What if your agent QA tools are actually undermining CX?

Transcom

Created at Fri Oct 30 2026

5 min read

What if your agent QA tools are actually undermining CX?

Walk into any contact center and ask a customer support representative what happens when a review hits their calendar. More often than not, the support team reacts with anxiety rather than anticipation. That's not because the employee is performing poorly. Rather, quality assurance has shifted from developing people to policing them. Companies have built complex systems designed to catch mistakes, document failures, and rank employees against rigid benchmarks that often fail to reflect the reali

CX evolved: powered by technology, led by people.

Leading the change in CX.

The future of CX: human-led, tech-enabled.

Make your business future-proof.

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