Archives

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...

Most organisations are badly run, says expert

Most organisations are badly run. Anybody who has ever been an employee has an anecdote about a dysfunctional organisation, populated with inexplicable decision making, toxic culture and crazy line managers. “Most organisations are poorly run, and there are repeating patterns that...

Frustrated customers are ditching insurers over bad digital experience

Digital transformation may be a top priority for insurers, but for 22% of consumers, it’s still not working. According to Insurity’s 2025 Digital Experience Index, 20% of U.S. policyholders deliberately avoided filing an insurance claim because the process was too...

IgniteTech acquires Khoros

IgniteTech has acquired Khoros, a platform for digital-first customer engagement. This strategic acquisition highlights IgniteTech’s full transition into an AI-first company, a transformation it achieved in under 10 months. With this move, IgniteTech aims to infuse its AI technologies throughout the...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities. By implementing Talkdesk’s modern CX technology,...

Why Gen Z is rethinking workplace communication

By the time Isobel McWilliams enters a meeting room, she’s already attuned to the signals no one says out loud. Some colleagues will dive into conversation. Others prefer a Slack DM. And then there’s the new Gen Z hire, efficient...

68% of customer support could be AI-driven by 2028, says Cisco

Shorter hold times and far fewer humans might be the new normal in the contact centres of the future, reveals a new global study from Cisco. By 2028, 68% of interactions between businesses and their technology vendors will be handled...

Canada’s financial divide, Amazon’s defiance, and Chinese censorship

Canadian families face emotional and financial risk due to rising costs A new study by the Money Wise Institute reveals a growing disconnect between Canadian parents and their children on inheritance expectations. While 80% of parents cite rising living costs as...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...

Firstsource deploys Sanas AI to eliminate contact centre accent barriers

Business process management company Firstsource Solutions has partnered with Sanas, the startup behind the world’s first real-time speech understanding platform, to make customer conversations clearer, faster, and less frustrating. At the core of the collaboration is Sanas’ Real-Time Accent Translation technology,...