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Two CreaLog articles featured in the new e-book “AI for CX, Customer Service and Contact Centers”

Artificial intelligence is rapidly reshaping Customer Experience (CX), Customer Service, and Contact Centers. Many organizations are now facing the challenge of adopting AI in a way that is understandable, compliant, and value-creating — without getting lost in terminology, vendor hype, or architectural complexity.

The e-book “AI for CX, Customer Service and Contact Centers – Understand, Use, Apply” (edited by Harald Henn - marketin resultant) positions itself as a practical guide for decision-makers. It helps readers navigate the “AI jungle” — from current concepts (e.g., Agentic AI, LLMs, MCP) and best practices to compliance topics (including the EU AI Act) and a structured implementation framework.

We’re pleased to be featured withtwo expert articles:

• Model Context Protocol (MCP): From LLM black box to a controlled process architecture (p. 89ff)
  Focus: How AI agents can be integrated into existing system landscapes in a governable, traceable, and data-controlled way — rather than operating as a black box.
• Design as a strategic differentiator in AI-enabled customer service (p. 128ff)
  Focus: Why design becomes a strategic lever in AI-enabled service — for better experiences, more robust processes, and sustainable service quality.

Note: The full articles are available within the e-book.
E-book access: https://www.marketing-resultant.de/ebook-ai-cx/

For questions or to discuss MCP, agent architectures, or design in AI-powered customer service, please contact us: Contact