Tag: Artificial Intelligence

What Happens When Personalisation Misses the Mark?

While personalised marketing has long been championed as a way to boost engagement and conversions, new research from Gartner suggests it’s not always a win for customers or brands. According to a recent survey, over half of the respondents (53%)...

Graia Debuts as First Agentic CX Platform Built for Empathy at Scale

A new AI platform is entering the customer experience arena with a claim that cuts through the noise: artificial intelligence that empathises. Graia, launched by Bulb Technologies, Geomant, and Buzzeasy, three established players in the BOSQAR INVEST group, aims to reset...

AI Gets Smarter, But Customers Want More Than Intelligence

According to Twilio’s latest survey, artificial intelligence is transforming customer experiences, but it’s trust and relevance that ultimately drive long-term value. Drawing from over 7,600 consumers and more than 600 business leaders across 18 global markets, the report shows both...

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

Pega Debuts Agentic AI Suite to Fast-Track Intelligent, Integrated Applications

At its annual PegaWorld event, Pegasystems unveiled a groundbreaking upgrade to its Pega Infinity App Studio. The latest update brings advanced agentic AI capabilities that guide developers intelligently throughout the entire application development lifecycle, allowing organisations to innovate faster and...

CallMiner Acquires VOCALLS to Add Native Voice and Text AI Agents

CallMiner has acquired VOCALLS, a voice-first conversational AI and automation platform to integrate native AI virtual agents for voice, chat, email, and social messaging into CallMiner’s platform, tightening the link between conversation analytics and automated service delivery. The acquisition reflects a...

Gartner: Most Customer Service Agents Fail to Promote Self-Service Tools

Despite the rising importance of self-service in enhancing customer experience and lowering operational costs, a new Gartner survey reveals that most customer service agents are failing to actively promote these options. According to the survey, 60% of agents do not...

AI Interviews, Human Insights: Discuss Launches “Discuss Now” for Market Research

In a world where global tariffs, shifting regulations, and rapidly evolving consumer preferences are forcing brands to rethink everything from packaging to messaging, speed and precision in decision-making are no longer optional—they’re essential. To meet this challenge, Discuss has launched...

Top U.S. Insurer Signs $13M Deal with Verint to Automate CX Workflows for 12,000 Agents

A major U.S. insurance company has signed a $13 million multi-year contract with Verint to deploy AI bots across its customer experience operations, aiming to boost workforce capacity by automating manual workflows for more than 12,000 agents. The deal, finalised in...

Grammarly’s $1B bet, AI surveillance risks, and travel retail’s digital lift

Grammarly secures $1B in revenue-linked deal to fuel growth Grammarly has secured a $1 billion nondilutive investment from General Catalyst’s Customer Value Fund to bolster sales and marketing while preserving its $13B valuation. Unlike traditional equity funding, this deal ties repayments...