We’ve seen faster response times, lower cost-to-serve, and more customer service tickets deflected for routine requests like ...

51% of U.S. small businesses have now adopted AI for customer service, but 83% would still prefer speaking to a real person rather than an AI. Businesses risk losing trust, sales and customer loyalty ...

Is your CX future-ready? Or are you falling behind in the race to achieve human-AI balance? Customer expectations are rising, and brands that fail to keep up risk losing loyalty and revenue. While ...

Customer expectations don’t end when business hours do, which is why delivering a fast, always-on customer experience (CX) ...

Agentic AI has officially graduated from basic decision trees to unscripted autonomous agents, turning customer service into a massive $15 billion market. Startups like Decagon AI are pulling in a $4.

In 2026, we will see the nation lean into AI-first thinking as companies consolidate platforms, simplify processes, and place experience and trust at the centre of organisational decision-making. The ...

Acquisition strengthens Strayboots’ leadership by combining experiential events with engagement technology to create ...

There is a subtle but profound shift happening in our offices, both physical and virtual: the rapid erosion of human connection. Five years ago, if a junior employee hit a roadblock, they would swivel ...

Travel companies are considering charging customers a fee to bypass AI chatbots and speak directly with a human agent. While AI is effective for simple tasks, it often fails with complex travel issues ...