Eighty-five percent of customer service leaders will explore or pilot a customer-facing conversational generative AI (GenAI) solution in 2025, according to a survey by Gartner, Inc. Continue reading Gartner Survey Reveals 85% of Customer Service Leaders Will Explore or Pilot Customer-Facing Conversational GenAI in 2025
All posts by Sam Heggie-Collins
Agentic Era Gives Birth to a New Branding Paradigm
Amdocs, a leading provider of software and services to communications and media companies, released a global study*, “Rethinking Brand and Customer Experience in the Agentic Era,” commissioned by Amdocs in collaboration with McCann Tech agency and Coleman Parkes, which explores the impact on brand identity as consumers interact with generative AI-based agents (AI agents) for customer care and sales. Continue reading Agentic Era Gives Birth to a New Branding Paradigm
Torchy’s Tacos Debuts SoundHound’s Voice AI Phone Ordering Across All Locations
SoundHound AI, a global leader in voice artificial intelligence, and Torchy’s Tacos, the cult-favourite taco chain known for its “Damn Good Tacos,” have announced the rollout of SoundHound’s advanced voice AI Smart Ordering product, now live at all 130 Torchy’s locations. Continue reading Torchy’s Tacos Debuts SoundHound’s Voice AI Phone Ordering Across All Locations
Travel + Leisure Co. Optimizes Vacation Ownership CX with NICE CXone Mpower
NICE announced that Travel + Leisure Co., a global vacation ownership and membership travel company, has successfully migrated multiple lines of business onto the industry-leading NICE CXone Mpower platform, completing a multi-vendor displacement to set a new company standard for customer experience. Continue reading Travel + Leisure Co. Optimizes Vacation Ownership CX with NICE CXone Mpower
Kore.ai’s ‘AI for Work’ Accelerates AI Adoption and Business Outcomes Across Users, Teams and the Enterprise
Kore.ai, a global leader in advanced AI Agent platform and solutions, announced AI for Work, a comprehensive AI platform designed to break information silos, streamline business workflows, and elevate employee experience. Continue reading Kore.ai’s ‘AI for Work’ Accelerates AI Adoption and Business Outcomes Across Users, Teams and the Enterprise
Verint Announces New and Unique CX/EX Scoring Bot
Verint® announced the addition of a new CX/EX Scoring Bot running in the Verint Open Platform. This unique bot provides critical real-time insights instead of lagging indicators provided by customer and employee surveys. Continue reading Verint Announces New and Unique CX/EX Scoring Bot