AI agents have crossed from experiment to operating layer. Here’s what that means for every business that serves a customer — and the rules that now define who wins. $15.1B AI customer service market size in 2026 56% of support interactions involve agentic AI by mid-2026 $3.50 average ROI for every $1 invested in AI […]
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ABB Malaysia has unveiled its new Customer Experience Center in Petaling Jaya, reinforcing the company’s commitment to accelerating industrial transformation and supporting Malaysia’s transition toward a low-carbon, technology-driven economy. The facility was officially inaugurated by Dato’ Sri Mad Zaidi bin Mohd Karli. Located at ABB Malaysia’s headquarters, the state-of-the-art center is designed to help industries […]
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FARFETCH has introduced FARFETCH FIRST, a premium service initiative aimed at elevating the online luxury shopping experience through faster delivery, enhanced reliability, and immersive brand engagement. The program is designed to redefine customer expectations in the luxury retail sector by combining convenience with a highly curated digital experience. With FARFETCH FIRST, customers across Europe — […]
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Amperity, a leading AI-powered customer data cloud platform, has introduced a new suite of AI assistants and real-time engagement capabilities designed to help brands respond instantly to customer behavior and interactions. Announced at the Amplify 2026 conference, the latest innovations aim to bridge the gap between customer insights and immediate action. The newly launched capabilities […]
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ibex has announced a strategic partnership with Sierra to accelerate the adoption of AI-powered customer experience (CX) solutions for enterprises across multiple industries. The collaboration aims to combine advanced conversational AI technology with deep customer experience expertise to help global brands deliver faster, smarter, and more personalized customer interactions. Under the partnership, ibex will integrate […]
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In a significant step forward under its ‘Himma’ digital transformation initiative, Doha Bank has unveiled an innovative Customer Experience Kiosk (CXK), marking a new era in self-service banking. The newly launched CXK is designed to offer customers a seamless, technology-driven interface that simplifies everyday banking interactions. With a strong focus on accessibility and ease of […]
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Something extraordinary is happening in customer support right now. The interaction that once required a trained agent, a queued callback, and 32 hours of patience can now be resolved in 32 minutes — sometimes 32 seconds. Generative AI tools like Anthropic’s Claude and OpenAI’s ChatGPT are not just automating repetitive tasks. They are fundamentally rewriting […]
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Accenture has announced a strategic investment in Netomi through Accenture Ventures, alongside a partnership aimed at accelerating enterprise adoption of agentic AI in customer experience (CX). The collaboration is designed to help organizations modernize how they engage with customers by embedding Netomi’s AI-driven platform seamlessly into existing systems and touchpoints—without disrupting ongoing operations. The move […]
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Microsoft has announced a major expansion of its agentic AI ecosystem, introducing real-time voice agents in Microsoft Copilot Studio and rolling out new intelligent capabilities across its Dynamics 365 suite. The update enhances customer engagement, sales productivity, and operational efficiency across service environments. The newly launched real-time voice agents enable more natural, human-like interactions by […]
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Gulf Bank has announced the extension of its long-standing strategic partnership with Mastercard, reinforcing its commitment to delivering a more secure, seamless, and customer-centric banking experience. The renewed collaboration underscores the bank’s focus on innovation, service excellence, and digital transformation in response to evolving customer expectations. This partnership aligns with Gulf Bank’s broader strategy of […]
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