Category: Digital Experience

Unleashing the power of digital transformation through process mining

In recent years, digital transformation has become an increasingly common trend across the globe. It has gained significant importance due to the rapid advancement of technology and the increasing adoption of digital solutions by customers and businesses. Digital transformation often involves a range of technology initiatives to drive business growth and innovation. Looking at the...

Generative AI: Why traditional chatbots aren’t cutting it anymore

Large language models (LLMs), such OpenAI’s ChatGPT-4 and Google’s Bard, are making headlines as more parts of our economy are getting excited about how artificial intelligence (AI) solutions could be transformative. These LLMs can now handle longer inputs of up to 25,000 words and accept both text...

Blockchain for social impact: 5 practical use cases

Blockchain might sound like something from the future. But in fact, it’s already integrated into our lives and growing rapidly. Gartner has predicted it will generate a business value of $176 billion by 2025 and $3.1 trillion by 2030.  One of blockchain’s clear...

How to prepare for the generative AI revolution

When you read this article, it’s reasonable to assume that a human has created it. Yet in the near future, it will be just as likely that a machine has written the words you are reading. And that’s thanks to the rise...

How AI is changing the feedback economy

How will artificial intelligence change reputation management? Well, it’s complicated. AI has already helped businesses understand customer feedback at scale and in ways that no human could do on their own. But, with the recent launch of content generation tools like ChatGPT,...

The Communication & Technology Expo 2023: connecting industries from all corners of the Excel

On 22nd March 2023, I headed down to the Excel in London to visit the second day of the Communication & Technology Expo. The event was powered by the Business Revival Series, and had a plethora of industries, companies and stories...

Boost your “Digital” CX by bridging the gap between AI and EQ

The modern era of technology and computerisation has made us neglect the human intellect and emotions. AI is evolving – and seemingly unchecked. Its supporters highlight promising advancements in customer service, data processing, and decision-making. On the other hand, detractors are...

Reinventing retail experiences with Conversational AI

Retailers face significant challenges today as they strive to remain competitive. They are grappling with macroeconomic forces such as inflation, labour shortages, rising wages, and the cost-of-living crisis. These pressures are compounded by the decline in brick-and-mortar operations and the...

The impact of social media on sports fandom and fan culture

In 2023, the Cheltenham Leading Jockey competition was one of the most hotly contested battles in recent memory. Fans of horse racing around the world tuned in to watch as the jockeys and horses alike compete for the title of cheltenham leading...

Voice technology can transform customer service in 2023

To date, voicebots have garnered a bad reputation. They’re known for being inaccurate, clunky, and frustrating to operate. Thanks to the low-quality, underperforming voice technology of the last twenty years, customer confidence in automated phone support is low.  However, the underlying...