Archives

From telecom churn to test reform: personalisation, policy shifts, and precision in modern business 

Personalisation powers Verizon’s growth despite churnVerizon is leveraging personalisation and loyalty to fuel its growth, even as it faces short-term customer churn. CEO Hans Vestberg credits AI-driven tools like MyPlan and the Verizon Access loyalty program with creating more seamless...

Microsoft’s Research and Analyst AI agents to change office work

Many workers have used AI in either an informal capacity or as their day-to-day SaaS apps adopt it. They found AI agents as a valuable source of information and a way to collate in reports they can share directly in...

How the office coffee machine became the focal point of the modern workplace

Are you old enough to remember when the office printer, photocopier or fax machine, was the unofficial meeting place of the workplace? If so, you’ll have fond memories of the gentle hum and warm paper scent that brought people together...

Americans trust AI more than sommeliers to pick their booze

There’s a new drink whisperer in town, and it runs on code.A new survey from DRINKS, the AI-driven e-commerce platform disrupting the $285 billion U.S. alcohol market, suggests Americans are more than ready to let artificial intelligence pour their next...

Price tags vs. planet: Shoppers reveal what really matters in the aisle

As Earth Day approaches, a fresh poll from the Marine Stewardship Council (MSC) offers a revealing look at how Americans are navigating the grocery store with one eye on their wallets and the other on the planet.The numbers tell a...

45% still waiting — banks are too slow for modern business

The latest OvationCXM report highlights some alarming trends that banks and credit unions can no longer ignore. As many as 41% of respondents say they experience significant challenges navigating fragmented systems, often needing to work with multiple people or departments...

Not replaced, reimagined — how AI is elevating human agents

Today’s customers want answers—fast, relevant, and human-like. Yet, many organisations remain stuck in outdated support models, leading to frustrated customers, burned-out agents, and plunging satisfaction scores. Info-Tech Research Group has released its latest report to offer a roadmap for how...

Ecommerce AI spending rockets, results mostly minor

With all the puff pieces and hype around AI, it is always good to see some actual Ai spending numbers. Enter StoryBlok with research from UK ecommerce firms on their use of AI. The research reveals that UK businesses have...

Meet Avaya Infinity, built to bond brands and people

Avaya has unveiled the Infinity platform, an AI-infused, workflow-connected system designed to turn clunky customer service into seamless human connection.Gone are the days of siloed channels, scattered data, and disconnected technologies. With Infinity, Avaya aims to rewire the very concept...

Grasshopper levels up: smarter tools for faster responses and better organisation

GoTo has just rolled out updates for its virtual phone system, Grasshopper, designed specifically for small business owners. These new features aim to streamline how businesses communicate, boost efficiency, and improve the overall customer experience, all while helping teams stay...