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- 8 Oct 2026Follow the Customer, Not the Interactionafiniti.com blog · 5 min readHow to tell whether AI is actually improving outcomes in your contact center By Chris Karp, Chief Growth Officer, Afiniti I started my career as an agent. Funny enough, a lot of the metrics we used…Read ↗
- 23 Sept 2026The Measure of Better Serviceafiniti.com blog · 4 min readA customer explains an issue to a chatbot, follows several prompts, and eventually reaches a person. The transfer works, but the agent asks them to explain everything again. Nothing has technically…Read ↗
- 24 Aug 2026What High-Performing Contact Centers Do Differentlyafiniti.com blog · 5 min readThere’s a small group of contact center leaders pulling ahead of everyone else right now. Not because they’ve bought better AI. Because they connect decisions across the operation instead of managing…Read ↗
- 5 Aug 2026Getting the Band Together: Building High-Performing AI Partnerships with SiriusXMafiniti.com blog · 5 min readFeaturing: Moshe Pridan, Chief Product and Information Officer, SiriusXM, Jerome Kapelus, Chief Executive Officer, Afiniti Most contact centers have moved past the question of whether to use AI. They…Read ↗
- 20 Jul 2026Compliance in AI: Turning Responsible AI Principles into Practiceafiniti.com blog · 2 min readResponsible AI isn’t defined by a single principle. Building AI that people can trust requires accountability, explainability, fairness, transparency, data protection, and compliance working…Read ↗
- 7 Jul 2026Data Protection in AI: Safeguarding Privacy, Security, and Trustafiniti.com blog · 3 min readAI is only as trustworthy as the data behind it. Data is at the heart of every AI system. Data enables AI to identify patterns, generate insights, and support better decisions, but it also comes with…Read ↗
- 25 Jun 2026In Conversation: Afiniti CEO Jerome Kapelus on Pulse 2.0afiniti.com blogRead ↗
- 18 Jun 2026Harini Gokul to join Afiniti’s Board as AI Redefines the Role of the Contact Centerafiniti.com blog · 3 min readFormer customer experience leader at Microsoft, AWS and Entrust joins as enterprises demand direct impact on retention, growth, and customer lifetime value. WASHINGTON, D.C. – June 18, 2026 – Afiniti…Read ↗
- 15 Jun 2026The Growing Gap Between Contact Center AI Investment and Business Outcomesafiniti.com blog · 5 min readAfter years of investment in AI, many contact centers are still asking the same question. Where are the results? The latest CCW Digital Emerging Contact Center Technology Market Study reveals a…Read ↗
- 28 May 2026Afiniti Delivers First Unified AI Decisioning Platform for Enterprise Contact Centers that Protects & Grows Customer Lifetime Valueafiniti.com blog · 2 min readIntroducing Afiniti Orchestrator, Intelligence, and Agents: the first platform that optimizes every contact center interaction to positively influence whether customers stay, spend, or come back for…Read ↗
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