News05 March 2026

AI for CX, customer service, and contact center

Two new expert articles by CreaLog in the AI handbook for decision-makers: MCP as a way out of the LLM black box, and design as the key to better AI-powered customer service.

CreaLog featured with two contributions in the new e-book “AI for CX, customer service, and contact center”

The development of artificial intelligence is transforming customer experience (CX), customer service, and contact center at a rapid pace. Many companies face the question of how to use AI in a way that is understandable, secure, and profitable – without getting lost in terminology, vendor landscapes, and technology decisions.

The e-book “AI for CX, customer service, and contact center – understand, use, apply” (edited by Harald Henn – marketing resultant) is designed as a practice-oriented guide for decision-makers, providing orientation in the “AI jungle” – from current concepts (e.g., Agentic AI, LLM, MCP), through best practices, to compliance issues (including the EU AI Act), and a systematic implementation framework.

We are pleased to be featured with two expert articles:

Model Context Protocol (MCP): from LLM black box to controlled process architecture (from p. 89) Focus: A hands-on look at how AI agents can be integrated into existing system landscapes in a controllable, traceable, and data-controlled way.
Design as a strategic differentiator in AI-powered customer service (from p. 128) Focus: Why design is becoming a strategic lever in AI-driven service – for better user experiences, more robust processes, and sustainable service quality.

Note: The articles are available as part of the e-book. Access the e-book: https://www.marketing-resultant.de/ebook-ai-cx/

If you have questions or would like to discuss MCP, agent architectures, or design in AI-powered customer service, feel free to reach out to us! Contact