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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Sinch has been recognized as the 2026 Adobe Customer Experience Orchestration Technology Partner of the Year, reinforcing its leadership in delivering real-time, connected customer engagement. The recognition underscores Sinch’s role in enabling enterprises to create personalized, scalable interactions across multiple messaging channels. By seamlessly integrating communications, data, and customer journey orchestration within the Adobe ecosystem, Sinch […]
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Apple has announced a major leadership transition, naming John Ternus as Chief Executive Officer, succeeding Tim Cook, who will move into the role of Executive Chairman. The shift comes as the company prepares to navigate a rapidly evolving technology landscape shaped by artificial intelligence. Leadership Transition John Ternus, Chief Executive Officer, Apple Inc., is a […]
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CarMax is setting a sharper focus on customer experience (CX) as its newly appointed CEO Keith Barr outlines a strategy centered on simplifying the car-buying journey and reducing friction across channels. Barr, who transitioned from IHG Hotels & Resorts, is bringing a customer-first philosophy shaped by his experience in hospitality. He emphasized that while industries […]
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Stellantis has deepened its digital transformation journey through a new five-year strategic partnership with Microsoft, focused on advancing artificial intelligence, cybersecurity, and engineering innovation across its global operations. This collaboration builds on an existing relationship between the two companies and aims to combine Stellantis’ automotive expertise and global scale with Microsoft’s capabilities in cloud computing, […]
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ServiceNow has introduced a major upgrade to its platform by embedding artificial intelligence across its entire product suite, moving away from the traditional model of offering AI as a separate add-on. With this shift, AI is now a built-in capability across all ServiceNow solutions, alongside data connectivity, workflow automation, and governance. The objective is to […]
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Oracle India has announced the appointment of Prabhjot Minhas as Senior Director and Head of Marketing, strengthening its leadership team as it sharpens its focus on strategic growth and brand positioning. Minhas brings a strong track record in technology marketing, with deep expertise in integrated campaigns, brand development, and demand generation. Prior to joining Oracle, […]
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