Tag: Digital transformation

EXL Partners with Genesys to Power Smarter, More Predictive Contact Centres

EXL and Genesys have announced a strategic partnership aimed at revolutionising customer engagement by combining EXL’s deep expertise in data and AI with Genesys’ powerful cloud-based experience orchestration platform. The collaboration will help businesses tap into real-time insights and deliver...

ASAPP Levels Up Contact Center AI with New Accuracy and Trust Tools

ASAPP has unveiled major updates to its flagship product, GenerativeAgent—an AI voice and chat agent designed to handle complex, multi-step conversations. With this expansion, ASAPP offers tools that strike the right balance between automation at scale and the human oversight...

Digital Ad Overload? Southeast Asia Wants Smarter, More Relevant Campaigns

A new regional study from The Trade Desk reveals that 66% of Southeast Asian consumers are ignoring repetitive ads shown on the same channel, signalling a major problem with how brands are managing media strategies. The report argues that siloed,...

Robots in Aisle 4? Shoppers Aren’t Sold on Retail Tech Yet

A new consumer study from SPAR Group reveals a simple but powerful truth about in-store shopping: if products aren’t available, shoppers won’t stick around. According to the 2025 SPAR Consumer Survey, 74% of shoppers cite product availability as their top...

ChatGPT Surpasses Google in Key Areas as AI Adoption Soars Among U.S. Consumers

A new study by digital marketing expert Joe Youngblood reveals that artificial intelligence is now a core part of everyday life for most Americans, with three in four U.S. consumers having used an AI tool within the past six months.The...

Alvaria and CallMiner Just Made Contact Centres a Lot Smarter

Alvaria has entered into a strategic partnership with CallMiner to elevate customer experience and drive business impact through AI-powered insights and automation.This collaboration integrates Alvaria’s outbound engagement and compliance capabilities with CallMiner’s advanced analytics and conversation intelligence platform. The two...

AI Adoption Is Saving Healthcare Providers Hours Each Day 

A new survey from eClinicalWorks, the cloud-based EHR for ambulatory care, reveals a strong surge in efficiency among providers adopting artificial intelligence in their day-to-day operations. An overwhelming 90% of respondents using AI tools reported noticeable operational improvements, signalling a...

AI Copilots Are Saving Support Teams Thousands of Hours in 2025

According to the 2025 Customer Service Benchmark Report by Freshworks, AI in customer service has become a business-critical tool. The data shows that 32% of customer service practitioners already use AI, while 47% of companies that haven’t yet adopted AI...

Talkdesk Launches UK Regional Cloud to Serve Regulated Industries with Local Hosting

Talkdesk has unveiled its new UK Regional Cloud, giving its customers across the United Kingdom the ability to host their contact centre operations locally, a move designed to strengthen data compliance and enhance customer experience (CX) in the region.“The launch...

AI Usage Among Small Businesses Jumps 41% in One Year, New Survey Finds

A new survey reveals a leap in artificial intelligence (AI) adoption among small businesses in the U.S., with usage soaring from 39% in 2024 to 55% in 2025. That’s a 41% year-over-year increase, showing how rapidly AI is becoming a...