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Talkdesk report says AI adoption outpaces business gains
Digital Transformation

Talkdesk report says AI adoption outpaces business gains

Despite near-universal deployment, most firms cannot prove AI is lifting service results, with only 5% able to measure business impact.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Stories from Other Regions

Customer Journey stories

Blue Yonder adds AI retail tools for returns & stock
Software-as-a-Service

Blue Yonder adds AI retail tools for returns & stock

Retailers could cut stockouts and returns costs as Blue Yonder links forecasting, fulfilment and customer service in one AI-driven system.

By Sean Mitchell • 4 min read • Last month
Nordis launches ExpressoPay One-Click for payments
Digital Transformation

Nordis launches ExpressoPay One-Click for payments

It could reduce friction for bill payments and refunds by letting consumers act from the same message instead of logging into a portal.

By Karen Joy Bacudo • 3 min read • Last month
AI shopping tools not replacing discovery in retail
Data Analytics

AI shopping tools not replacing discovery in retail

Australian shoppers are still choosing stores themselves, leaving AI retail spending concentrated on targeting and measurement rather than discovery.

By Mark Tarre • 6 min read • Last month
Singapore retailers turn customer signals into insight
Digital Transformation

Singapore retailers turn customer signals into insight

Retailers in Singapore are using AI and telco data to spot untapped audiences, cut insight time by up to 60% and sharpen decisions.

By Lawrence Lim • 6 min read • Last month
Australian shoppers trust AI more than sales staff
Digital Transformation

Australian shoppers trust AI more than sales staff

A survey of 500 consumers found 76% trust AI shopping recommendations as much as, or more than, advice from retail sales staff.

By Karen Joy Bacudo • 4 min read • Last month
AI adoption rises as Australian firms mine contact data
Data Analytics

AI adoption rises as Australian firms mine contact data

Businesses can uncover hidden service failures and improve customer loyalty by analysing contact centre interactions at scale with AI.

By Phong Bui • 4 min read • Last month
HM Land Registry picks Route 101 for cloud contact centre
Software-as-a-Service

HM Land Registry picks Route 101 for cloud contact centre

Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.

By Sean Mitchell • 4 min read • Last month
NatWest launches Be My Eyes pilot for blind customers
Data Protection

NatWest launches Be My Eyes pilot for blind customers

Blind and low-vision customers will be able to complete routine banking tasks by video call without visiting a branch, as NatWest tests the service.

By Karen Joy Bacudo • 3 min read • Last month
Baton Rouge Telco calculators drive USD $4m in loans
Software-as-a-Service

Baton Rouge Telco calculators drive USD $4m in loans

The tools have already started 150 loan applications and delivered a 17.7% conversion rate, giving the credit union new visibility into lending demand.

By Sofiah Nichole Salivio • 4 min read • Last month
Australian businesses turn to Revenue-as-a-Service
Software-as-a-Service

Australian businesses turn to Revenue-as-a-Service

With hiring tight and costs rising, firms are outsourcing sales and customer retention to lift revenue without adding permanent headcount.

By Karen Joy Bacudo • 4 min read • Last month
Navex expands Nira AI assistant into customer support
Software-as-a-Service

Navex expands Nira AI assistant into customer support

Customers can now get faster help in more than 50 languages as NAVEX brings its Nira assistant into support and case creation.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Attentive launches AI Grow to boost email sign-ups
Customer Relationship Management

Attentive launches AI Grow to boost email sign-ups

Retailers may lift sign-ups from existing traffic after beta tests showed a median 25% increase in email and SMS subscriptions.

By Joseph Gabriel Lagonsin • 4 min read • Last month
Adobe says AI travel traffic to US sites jumps 119%
Digital Transformation

Adobe says AI travel traffic to US sites jumps 119%

Travellers are increasingly starting searches with AI, and travel sites that are hard for models to read may miss out on bookings.

By Sean Mitchell • 4 min read • Last month
Keyloop says AI can boost EV sales as UK reviews targets
Customer Experience

Keyloop says AI can boost EV sales as UK reviews targets

Electric car buyers are asking AI far more questions than sales staff, underscoring a confidence gap as ministers rethink EV mandates.

By Sean Mitchell • 4 min read • Last month
UK manufacturers see AI as key to customer loyalty
Customer Relationship Management

UK manufacturers see AI as key to customer loyalty

Cybersecurity fears remain a key hurdle as most UK manufacturers race to use AI to improve service, fulfilment and retention.

By Sofiah Nichole Salivio • 4 min read • Last month
B2B firms favour sales over brand building in survey
B2B Marketing

B2B firms favour sales over brand building in survey

Most UK B2B leaders now say tight budgets make it harder to justify marketing that does not directly generate leads or revenue.

By Sean Mitchell • 4 min read • Last month