Category: Thought Leadership

Generative AI is transforming customer service, automating interactions, resolving queries faster, and offering personalized experiences at scale. The AI transformation in the customer service environment offers the opportunity for transformation in how customers see brands – through the use of intelligent chatbots – but also offers productivity tools for the customer service team. This is…

From their humble beginnings as cost-efficient back offices to their current status as thriving innovation hubs, Global Capability Centers (GCCs) are undergoing a tremendous evolution. No longer just operational extensions, they are now enablers of digital excellence, leveraging AI, ML, and automation. As businesses prioritize agility and innovation, GCCs are gaining traction, with the AI-enabled…

Remember when AI first arrived, full of promises to create a flawless world? It painted a picture of effortless conversations with customers, personalized experiences, and smart insights that could transform businesses. But like any story with a twist, things didn’t go exactly as planned. Quiet concerns turned into loud warnings as hidden biases in the…

There was a time when enterprise service management felt like an endless game of catch-up . waiting for tickets to pile up, scrambling to resolve disruptions, and navigating overwhelming backlogs. The watermelon effect was very real. Today, a new era is unfolding. Businesses are no longer reacting to problems, they are predicting and preventing them…

Extracting insights are crucial to driving outcomes across Digital Infrastructure Services, Digital Customer Experience (CX), Digital Engineering, Customer Success, and enterprise customer support. It enables organizations to optimize infrastructure, ensuring reliability and efficiency. In CX, data helps personalize interactions, enhance engagement, and improve satisfaction. Digital Engineering relies on data for predictive maintenance, automation, and innovation.…

Gaming has transformed from a pastime for children to a cornerstone of the entertainment industry. With traditional console games now joined by a vast array of casual mobile games, the industry has grown exponentially. The Entertainment Software Association reports that 65% of Americans play games regularly, at least once a week, demonstrating the mainstream appeal…

As 2025 unravels itself, here’s a look into how the world of customer experience (CX) has evolved over the last year and what lies ahead. Forrester Research published their US CX Index in June 2024, highlighting a significant opportunity for improvement in customer experience across America. Only the airline industry appeared to be improving the…

Every customer touchpoint represents a valuable sales opportunity. To maximize this potential, you must meticulously design every touchpoint and every engagement to be seamless and perfect. With the explosion of digital channels, streamlining experiences and understanding customer intent has become increasingly intricate. Fortunately, the rise of artificial intelligence (AI) is revolutionizing sales with game-changing insights-driven…

The telecom industry is extremely competitive. Telecoms have faced more and more challenges as the decline of landlines and growth of over-the-top services has left them struggling to differentiate their services. Customer Experience (CX) is now one of the most important drivers of customer loyalty and this is becoming critical for telcos as the typical…

The finance industry has come a long way since the retail bank on “Main Street” was where customers experienced most of their major financial transactions. Financial technology – better known as fintech – has created an environment where innovative technology and software has been applied to financial services. This ranges from complete retail and business…