Running the modern consumer company as an intelligent enterprise
PwC outlines how consumer companies can connect customer and demand signals, data, applications, and AI agents to sense changes and coordinate action in real time.
From interactions to experiences that drive growth: Rebuilding your contact center with agentic AI
Future contact centres will not treat human agents, chatbots, voicebots and digital channels as separate functions, but as one integrated service system. This makes it possible to integrate human and digital agents, retain context across channels, and manage AI and human performance through a unified oversight model.
The Hidden ROI of AI: Why Reducing Customer Effort Matters More Than Reducing Cost
The greater impact of AI lies in its ability to reduce customer effort across the entire service journey. As organizations begin to measure and optimize customer effort, a new value model is emerging: one where service efficiency, customer satisfaction, loyalty, and demand reduction are closely connected.
Keeping Customers and Staff Informed: The Role of Notifications in Queue Management
When customers are left uninformed, uncertainty quickly turns into frustration, confusion, and, sometimes, chaos in the waiting area. At the same time, staff are forced into reactive mode, managing interruptions rather than delivering service.
Pre Call, In Call, Post Call: The Practical Playbook for Digital and AI Agents
Artificial intelligence is no longer a peripheral experiment in service operations. It is becoming part of the operating model itself. Across contact centers and service environments, AI is shifting work away from static scripts, fragmented systems, and reactive handling toward faster, more contextual, and more scalable service delivery.
Gartner Says Organizations with Successful AI Initiatives Invest Up to Four Times More in Data and Analytics Foundations
Organizations that report successful AI initiatives invest up to four times more (as a percentage of revenue) in foundational areas, such as data quality, governance, AI-ready people and change management, compared to those that experience poor outcomes from AI, according to Gartner, Inc., a business and technology insights company.
The New Kids On The Feedback Block — Customer Feedback Management And Analytics Landscape
We are pleased to announce that the new report, The Customer Feedback Management And Analytics Solutions Landscape, Q1 2026 (client access only), is live! Although the name of this market is new (as announced in December), the market itself is not. Many customer feedback management and analytics solutions (CFMAS) vendors are well-established providers, and the…
14 Important Customer Journey Orchestration Trends in 2026
According to recent studies, customers are 3x more likely to stay loyal to brands that deliver consistent, personalized experiences across channels. Yet most enterprises still struggle with fragmented data, siloed teams, and disconnected campaigns.
Five Retail Trends Shaping the Industry in 2026
Retail is entering a new phase; one defined not just by digital acceleration, but by the growing complexity of decisions that shape performance. Volatile demand patterns, persistent margin pressures, evolving customer expectations, and increasingly interconnected operations are challenging traditional ways of planning and execution. The pace of change is no longer cyclical; it is continuous,…
Why Queue Management is People Strategy
In most service-oriented organizations, queues are seen as an operational problem. Something for the service managers, IT team or front-desk staff to solve. But for strategic leaders, queues reveal something much deeper: how an organization values time, wellbeing and the human experience both for customers and employees.