Tag: Digital transformation

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

Radisson’s Creator Hub Innovates Travel Storytelling

Having picked up the Best Digital Transformation (Over 5,000 Employees) Award at last week’s International Customer Experience Awards, Radisson Hotels is showing the way forward when it comes to the hugely valuable influencer travel market. Creator Hub is a new collaboration...

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

Remember when a CRM was basically a fancy spreadsheet? That era’s over. The sharpest teams today aren’t just logging customer data; they’re reading it, predicting it, and acting on it. Welcome to the age of the AI CRM, where information...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

Customer journeys don’t follow the rules anymore. They zig. They loop. Sometimes they disappear altogether. Someone might spot your brand on Instagram, check prices on their phone, read reviews over coffee, then finally buy from a laptop two days later....

Medallia’s New Frontline AI Brings Live Insights and Alerts Straight to Frontline Teams

For all the talk about being “customer obsessed,” many companies still struggle to get insights to the people who can actually use them. The workers greeting guests, managing checkouts, or answering calls often don’t see customer feedback until long after...

Companies Are Pushing AI but Few Employees Know How to Use It

AI is showing up in offices faster than ever, but most people at work don’t feel ready to use it well. Even if they are, many of them admit they aren’t leveraging the tools to their full potential. A recent study...

ArvatoConnect Statistics Highlight UK Digital Growth and Deficit Risks

Digital transformation remains the ongoing objective of many UK companies, and acts a strand of hope for many firms seeking to grasp the benefits of AI. A fresh report by ArvatoConnect finds that private sector digital transformation is growing at...

Measuring Employee Engagement: The Roadmap from Data to Action

The symptoms of disengagement aren’t always dramatic at first. Deadlines slip slightly. Fewer people speak up in meetings. People stop challenging ideas and start protecting their own time. But, before long, the best performers are fielding recruiter calls, and costs...

AI Takes the Reins as Retailers Prep for a Tough Holiday Season

Last year’s Black Friday rush exposed a few cracks in the system. Some online retailers ran out of stock too soon, while others couldn’t keep up with orders or saw their AI tools fail at the worst possible time. According...