Who Holds the Strings? If You Control the ‘Outcome’, You Can Stand Behind It… Claire Butcher,…
Tag: Artificial Intelligence
How AI is Turning Accessibility into a Customer Experience Advantage
How AI is turning accessibility into a customer experience advantage – Sarah Backhouse, Product & Engineering…
Why Conversation Quality is the New Benchmark for Contact Centre AI
Why conversation quality is the new benchmark for contact centre AI – Dmitry Sityaev, Head of…
Brits Still Prefer Contact Centre Agents Despite Rise in AI Technology
New Research Shows Majority of Brits Still Prefer Human Interaction Despite Rise in AI Technology New…
Sabio’s AI Chief: “AI’s ‘Token-Maxing’ Era is Over’
Sabio’s AI Chief: “AI’s ‘token-maxing’ era is over; End of Subsidies Now Forcing Corporate Reckoning” The…
Why Conversation Quality Now Defines AI Success in the Contact Centre
Beyond speech recognition accuracy: why conversation quality now defines AI success in the contact centre Dmitry…
Why the EU Act Should Not Stop Companies from Using AI in Customer Service
Why the EU Act Should Not Stop Companies from Using AI in Customer Service – Maria Paredes…
Puzzel Partners with AVANT to Bring AI-Native CX Solutions to Contact Centres
Puzzel have announced a strategic partnership with AVANT, the premier platform for IT decision-making and distributor…
Things CX Leaders Say About AI – And what they really mean
The five things CX leaders keep saying about AI – and what they really mean – Stephen…
AI will be the Downfall of the Contact Centre Agent – Or will it?
Artificial intelligence is transforming the contact centre industry at a pace few could have imagined just…
AI Investment is Outpacing ROI – According to AI in CX Report
AI investment is outpacing ROI – just one in ten CX leaders report significant impact from…
Allianz Plans Job Cuts as AI Reshapes their Contact Centres
Allianz Plans Job Cuts as AI Reshapes their Contact Centres – is AI killing the contact…
65% of Contact Centre Leaders Call Their AI Successful
65% of Contact Centre Leaders Call Their AI Successful. Yet 43% of Projects Are Delayed or…
Over 50% of brands have Adopted Agentic AI According to Survey
Over 50% of brands have adopted agentic AI, yet high-value customer journeys remain in manual limbo,…
Lloyds Expands Agentic AI Capability: End of the Contact Centre Agent?
Lloyds Banking Group is recruiting for almost 300 agentic AI-related roles and offering one of the…
Industry Poll Reveals Confidence Gap as AI Agent Assist Adoption Accelerates
As investment in AI accelerates across customer operations, new findings suggest many organisations are still in…
Vulnerable People Trapped in ‘AI Doom loops’
AI rollout in financial services risks worsening access for those who need it most, leaders admit…
Derby City Council Mark Three Years of AI Success within Contact Centre
Derby City Council is celebrating a major milestone this week as its pioneering AI-powered digital assistants,…
The Risks & Realities of Fragmented Workforce Communication in the AI Era
New Research Sheds Light on the Risks and Realities of Fragmented Workforce Communication in the AI…