The gap between AI capability and customer value is not a technical problem—it's an orchestration problem. Telefónica's analysis exposes a critical reality for CX teams: deploying an AI model or agent...
Italy's postal service, Poste Italiane, is positioning itself as a foundational infrastructure player for AI deployment rather than a technology vendor—a strategic pivot that reveals how legacy instit...
The capacity question facing CX teams deploying AI is not whether automation works, but what organisations choose to do with the people it displaces. IKEA's chatbot implementation demonstrates this pr...
Delta's reaffirmation of FY2026 guidance following record Q2 results signals confidence in an AI-first operating model, yet the company's emphasis on AI strategy reveals a critical tension facing CX l...
UK enterprises across financial services, retail, telecommunications, and logistics have moved AI adoption beyond pilot phases into embedded operational systems. HSBC processes 980 million transaction...
Enterprise organisations have deployed AI agents at scale whilst deliberately operating without adequate governance frameworks to manage them. VentureBeat Research's survey of 573 technical leaders at...
Enterprise AI teams are deploying agents with increasing autonomy whilst simultaneously losing confidence in their ability to evaluate them safely. Half of all enterprises have already shipped an AI a...
The central tension articulated by John Golden—that AI should support rather than supplant human relationships in enterprise sales—exposes a fundamental misalignment between how many organisations dep...
Disclosure up front: we build AI agents that work with Zendesk - our app on the marketplace is Shopify AI Agent by Adelante, and we ran this benchmark to decide which models to trust in production. Sh...
Skyro's Sky chatbot demonstrates that linguistic and cultural adaptation, rather than automation alone, drives measurable CX improvements in emerging markets. The fintech company built its Filipino-la...
Alpha Bank has deployed ElevenLabs' voice AI technology across its customer service operations, becoming the first Greek bank to implement the solution at scale. The system allows customers to describ...
AI voice technology is reshaping how automotive brands handle customer interactions, moving beyond text-based chatbots to deliver conversational experiences that feel more natural and human-centred. T...
AI adoption in customer service has fundamentally shifted from technology-first experimentation to outcome-driven strategy. The first wave saw organisations deploy chatbots and automation tools with m...
Karmo wins AI-powered operations award in Optimizers CFOtech Australia
Agentic AI is collapsing the traditional divide between CX and sales as the customer interface becomes unified. Even if companies are still organized into separate teams, customers are now expecting...
Customer indifference to AI chatbots represents a fundamental misalignment between vendor investment and user expectations. The premise that most customers don't care about chatbot technology challeng...
How AI is helping fix retail’s $1.7T inventory problem Retail Customer Experience
The market conversation around enterprise AI in customer service has fundamentally shifted from capability demonstration to operational excellence. Where vendors once competed on what their AI could d...
Enterprise AI deployment has shifted from a capability question to an operational one. When large language models entered the mainstream in late 2022, vendors and buyers focused on a binary concern: c...
Customer indifference towards AI chatbots represents a fundamental disconnect between vendor messaging and actual support outcomes. The premise that customers inherently value AI-driven automation has...
SAP CX's leadership has articulated a fundamental tension in enterprise AI adoption: the rush to deploy agentic experiences is masking deeper architectural failures that these systems will inevitably ...
Mrudula Churi's elevation to Vice President – Global Project Head at Netcore signals a deliberate shift toward operationalizing AI-powered customer engagement at scale. Her 19-year tenure at the compa...
10 best help desk software for small businesses in 2026 AZ Big Media
The U.S. Cybersecurity and Infrastructure Security Agency (CISA) gave federal agencies until Friday to patch an actively exploited vulnerability in the Langflow visual framework for building AI agents...