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AI in financial services: lessons from DNB and MSUFCU 1280 720 Kane Simms

AI in financial services: lessons from DNB and MSUFCU

Discover how leading financial services organisations are finding success with AI.

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AI and the BPO industry: why enterprises must take notice 1536 1024 Kane Simms

AI and the BPO industry: why enterprises must take notice

The world of business process outsourcing (BPO) is at a crossroads, dramatically changed by the relentless march of Artificial Intelligence, especially generative AI.

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The e-commerce fashion brand that made AI work for CX 1439 767 Kane Simms

The e-commerce fashion brand that made AI work for CX

While the promise of AI in customer experience is compelling, turning that promise into actual value takes more than plugging in a chatbot.

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8 reasons AI projects fail and 12 ways to make yours a success 1920 1080 Taras Semeniuk

8 reasons AI projects fail and 12 ways to make yours a success

Despite the enthusiasm for AI among businesses, industry research consistently shows that 80–90% of AI pilots never make it into production. So why is that?

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How Prudential is shaping user-centred design in the age of generative AI 1536 1024 Kane Simms

How Prudential is shaping user-centred design in the age of generative AI

Explore how Prudential Financial is embracing generative AI to revolutionise user-centred design.

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AI is smart enough – so are you ready? 1508 892 Taras Semeniuk

AI is smart enough – so are you ready?

Instead of needing ever-smarter LLMs for most business processes, the real impact now comes from how we use them.

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How to chart a course to AI maturity in CX: Why it matters 1280 720 Kane Simms

How to chart a course to AI maturity in CX: Why it matters

Discover how leading organisations like Pandora are achieving AI maturity in customer experience.

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Start with your CX problem first and work backwards 1920 1080 Kane Simms

Start with your CX problem first and work backwards

Discover valuable strategies for cutting through the noise and making AI work for your specific challenges.

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How United Airlines automates 64% of special requests with AI-enabled voice guidance 1536 1024 Kane Simms

How United Airlines automates 64% of special requests with AI-enabled voice guidance

Discover how a multimodal approach improved United Airlines’ user experience. 

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Top AI trends shaping customer experience in 2025 1920 1080 Kane Simms

Top AI trends shaping customer experience in 2025

Learn what’s happening with AI in customer experience and what businesses should focus on in 2025.

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How Agentic AI gets stuff done in customer experience 1920 1080 Ben McCulloch

How Agentic AI gets stuff done in customer experience

Is the term Agentic AI new to you? Don’t worry. It seemingly became one of the most discussed terms in conversation AI overnight. Think of…

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7 reasons why you need a conversation designer 2560 1920 Ben McCulloch

7 reasons why you need a conversation designer

Do you know what a conversation designer does? If you do, then chances are you work in the Conversational AI industry. The rest of the…

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Why AI is a change project, not a tech project 1280 720 Kane Simms

Why AI is a change project, not a tech project

AI is a change project, not a tech project. Why? Because success doesn’t rely on how good the technical solution is. It relies on how…

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The full stop problem: RAG’s biggest limitation 1114 627 Kane Simms

The full stop problem: RAG’s biggest limitation

RAG (Retrieval Augmented Generation) systems are quickly becoming the go-to solution for those looking to leverage AI in business. But RAG systems have some inherent…

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Gen AI could revolutionise voice too 2560 1707 Kane Simms

Gen AI could revolutionise voice too

How has generative AI impacted the voice space? We’ve heard a great deal about LLMs being used in chatbots. While the most famous product is…

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UX Research for Conversational AI Experiences: The Definitive Guide 2560 1508 Emily Uematsu Banzhaf

UX Research for Conversational AI Experiences: The Definitive Guide

User experience (UX) research is the process of uncovering user wants, needs, pain points, motivations, and behaviors. The goal is to create data-driven, user-centered experiences…

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Purposeful Vs Emergent AI Strategy: what path should you be on? 960 540 Kane Simms

Purposeful Vs Emergent AI Strategy: what path should you be on?

As you start to put together your AI strategy, you need to understand whether you’re pursuing a purposeful AI strategy or an emergent AI strategy.…

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Best tips for prompt engineering: Insights from Anthropic 1920 1080 Kane Simms

Best tips for prompt engineering: Insights from Anthropic

Prompt engineering has rapidly emerged as a crucial skill in effectively working with advanced AI models. For those with experience, refining your prompts can significantly…

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Gen AI and ROI: Bridging the gap from hype to reality in enterprise adoption 2560 1493 Kane Simms

Gen AI and ROI: Bridging the gap from hype to reality in enterprise adoption

In the world of technology, few innovations have sparked as much interest as generative AI (gen AI). This emerging technology promises to transform how businesses…

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Scaling your AI solution for long term success 1260 720 Kane Simms

Scaling your AI solution for long term success

Once you have established a solid foundation with your initial AI deployments, it’s essential to think about scaling your solutions to cover more complex and…

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Why NPS and CSAT don’t work for measuring your AI efforts 1920 1080 Kane Simms

Why NPS and CSAT don’t work for measuring your AI efforts

When evaluating AI initiatives, I see many organisations use NPS and CSAT as barometers of success. But there’s a problem with both of those metrics…

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Exploring the Evolution of AI in Search and Contact Centers: Insights from Google’s Vlad Vuskovic 1792 1024 Kane Simms

Exploring the Evolution of AI in Search and Contact Centers: Insights from Google’s Vlad Vuskovic

Vladimir Vuskovic, a key figure at Google in the development of AI, particularly in Google Assistant, search and contact centre applications, recently joined me on…

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Make sure your AI policy includes this… 1280 720 Kane Simms

Make sure your AI policy includes this…

In the last few months, I’ve spoken to a handful of companies that are stalled on moving forwards with their AI plans, or even putting…

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2 of the best approaches to AI automation for contact centres: Deep dive 1280 719 Kane Simms

2 of the best approaches to AI automation for contact centres: Deep dive

When beginning to consider how and where you can use AI within your contact centre, you’ll first need to define your strategy. Part of that…

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