Tag: Digital transformation

GoTo enhances contact centres with AI-driven quality management

GoTo has introduced AI Quality Management for its GoTo Connect Contact Centre—the latest tool that leverages generative AI to automate reporting and analysis. This solution transforms how businesses train and coach their customer service teams by delivering instant, actionable insights.“With...

Telecom providers ramp up AI adoption for smarter network management 

A new global study by IBM highlights the growing shift among telecommunication and communication service providers (CSPs) toward AI and cloud adoption.One key takeaway from the research is that 79% of telecom executives place network performance as their highest priority,...

Apple’s $500 billion investment to boost U.S. innovation and jobs

Apple has announced its most significant financial commitment yet, pledging to invest over $500 billion in the U.S. over the next four years. This investment will focus on artificial intelligence, silicon engineering, advanced manufacturing, and workforce development.“We are bullish on...

GenAI in marketing: who’s winning and who’s falling behind?

Despite the growing adoption of GenAI in marketing, 27% of CMOs report that their organisations have limited or no technology integration into their campaigns. While some companies are leveraging AI at an accelerated pace, others remain hesitant, according to a...

Is your business missing out? 32% of customers want more chatbot interactions in 2025

Vonage has unveiled its latest customer engagement report, which highlights the evolving consumer preferences for business communications and shows the increasing role of artificial intelligence (AI) in enhancing customer interactions.“A highlight of this year’s results is the reinforcement on the...

Sitecore unveils over 250 innovations to transform digital marketing with AI

Sitecore has announced an impressive array of over 250 innovations to enhance its intelligent digital experience platform (DXP) and content management system (CMS). These advancements are centred around enhancing marketers’ capabilities to create and deploy exceptional digital customer experiences.“Our AI-driven...

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

Voodooism protected, Labour MPs’ WhatsApp scandal, and AI restrictions in workplaces  

Voodooism recognized as protected religious belief in UK tribunal An employment tribunal ruled for the first time that voodooism is a protected religious belief under UK workplace equality laws. The decision came in the case of a council worker who sued...