Tag: Digital transformation

Global leaders double down on AI-driven innovation and customer experience

Concentrix has unveiled the results of a survey showing how enterprises are responding to a fast-evolving business landscape shaped by innovation and digital disruption. “Our investments in leading technology, deep expertise, and our fully integrated end-to-end capabilities uniquely position us to...

AI learns to behave, companies lobby for climate, and TikTok faces EU scrutiny

European companies shift toward pro-climate lobbying According to Influencemap, a growing number of European companies now support strong climate policies. In 2025, 23% of companies lobbied in line with 1.5C °C climate goals, up from just 3% in 2019. Over half...

DoorDash and Wing launch drone delivery in Charlotte 

DoorDash has teamed up with Wing, a residential drone delivery company, to bring autonomous aerial delivery to the Queen City for the very first time. The partnership aims to revolutionise how Charlotte residents receive meals, snacks, and essentials, delivering speed,...

Clerk Chat and Telecom giants launch North America’s first unified RCS messaging experience 

Clerk Chat has partnered with Google, Verizon, T-Mobile, and AT&T to deliver interactive digital content via Rich Communication Services (RCS) messaging. This marks the first time in North America that RCS capabilities have been launched simultaneously across multiple carriers, ushering...

The future of fast food: 77% of drivers want to skip the line with in-car voice assistants

A recent study conducted by SoundHound AI reveals a shift in consumer behaviour that could reshape the future of food ordering. According to the findings, 94% of U.S. drivers who use or have access to voice assistants frequently order food...

Press Ganey Forsta acquires InMoment

Press Ganey Forsta has announced the acquisition of InMoment, paving the way for a new era in experience intelligence. Bringing these two powerhouses together will enhance the combined company’s ability to capture and analyse experience data from different sources—including surveys, social...

Insurance rebounds, US retailers face scattered spider threat, and hybrid work misses the mark 

Insurance in 2025: a sector rebounding amid rising expectations Despite economic concerns and high cost-of-living anxiety (84%), public sentiment toward insurers is improving. Positive perceptions have grown, while views of insurers as “inconvenient” have declined. Claims are rising—especially in Germany and...

NICE and AWS transform customer service delivery with AI and cloud

NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower,...

Pega Predictable AI Agents transforms risky AI into reliable business workflows

Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured,...

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...