A single source of educational truth for contact center AI.
The Contact Center AI Association's peer-reviewed publication of record - rigorous research paired with practitioner clarity, published quarterly for the people building the future of customer experience.
- Quarterly
- Three editorial themes per issue
- Peer-reviewed
- Double-blind editorial board
- No fee
- Free for CCAIA members
AI
In this issue:
- Operator agency in agentic systems
- Voice-of-customer at scale
- The QA paradox
Written by the field, for the field.
Practitioners
Operators and CX leaders running live contact centers.
Vendors
Platform and tooling teams with deployment evidence.
Researchers
Academics and applied scientists studying the space.
Operators
WFM, QA, and ops leaders with measurable results.
Thought Leaders
Executives shaping AI strategy and governance.
Have something worth publishing?
We welcome original, unpublished work from anyone moving the field forward — a deployment story, a hard-won lesson, or a sharp point of view. Send us your draft and our editors take it from there.
Free for CCAIA members · Editors respond within four weeks · Double-blind peer review
From submission to print in four steps.
Submit
Upload your draft, choose a quarterly theme, and add a short abstract. Takes about five minutes.
Editorial screen
Our editors confirm fit and scope within three business days, then assign reviewers.
Peer review
Two to three board members review double-blind and return structured feedback.
Publish
Accepted pieces are copyedited, laid out, and published in the quarterly issue.
- SpaceX
- Warby Parker
- ESPN
- Sovos
- Autodesk
- Prudential
- Sanas
- Gusto
- Ulta
- FanDuel
- Vantive
- Vapi
- Balto
- Thumbtack
- Valeris
- Realtor.com
- Arlo
- Samsara
Publish in the field's first peer-reviewed journal.
Share what you've learned building the future of customer experience. Submissions are free for CCAIA members and open to practitioners everywhere.