AI in financial services: lessons from DNB and MSUFCU
Discover how leading financial services organisations are finding success with AI.
read moreDiscover how leading financial services organisations are finding success with AI.
read moreThe world of business process outsourcing (BPO) is at a crossroads, dramatically changed by the relentless march of Artificial Intelligence, especially generative AI.
read moreWhile the promise of AI in customer experience is compelling, turning that promise into actual value takes more than plugging in a chatbot.
read moreDespite 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?
read moreExplore how Prudential Financial is embracing generative AI to revolutionise user-centred design.
read moreInstead of needing ever-smarter LLMs for most business processes, the real impact now comes from how we use them.
read moreDiscover how leading organisations like Pandora are achieving AI maturity in customer experience.
read moreDiscover valuable strategies for cutting through the noise and making AI work for your specific challenges.
read moreDiscover how a multimodal approach improved United Airlines’ user experience.
read moreLearn what’s happening with AI in customer experience and what businesses should focus on in 2025.
read moreIs 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…
read moreDo you know what a conversation designer does? If you do, then chances are you work in the Conversational AI industry. The rest of the…
read moreAI 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…
read moreRAG (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…
read moreHow 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…
read moreUser 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…
read moreAs 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.…
read morePrompt engineering has rapidly emerged as a crucial skill in effectively working with advanced AI models. For those with experience, refining your prompts can significantly…
read moreIn the world of technology, few innovations have sparked as much interest as generative AI (gen AI). This emerging technology promises to transform how businesses…
read moreOnce 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…
read moreWhen 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…
read moreVladimir Vuskovic, a key figure at Google in the development of AI, particularly in Google Assistant, search and contact centre applications, recently joined me on…
read moreIn 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…
read moreWhen 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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