From Reactive to Resolution: How AI is Redefining Customer and Employee Experience

Discover how AI transforms customer and employee experiences, moving from reactive support to proactive resolution for smarter, seamless interactions.

Agents for Growth: Turning AI Promise into Impact

Campaign design, lead conversion, and customer engagement are no longer sequential steps but parts of a single, learning loop. This shift requires a new, hybrid human–AI operating model.

Powering Better CX in the Age of AI

Agentic AI can deliver ‘next best actions’ with considerably greater accuracy – and at a far greater speed – than was possible just a few years ago. With our Interaction Fabric, we connect back-office employees, systems, and data with front-office customer support – whether that’s agents, bots, or self-service channels – so that CX is seamless across every customer touchpoint and channel.

The Future of AI: Key Predictions

From Task to Goal Ownership: Agentic systems will shift from merely automating single, repetitive tasks to owning complete, multi-step outcomes. This level of autonomy will lead to Hyperautomation, where entire departments run with minimal human intervention.

Will AI Mean the End of Call Centres?

Some 85% of customer service leaders are exploring, piloting or deploying AI chatbots. But it also found that only 20% of such projects are fully meeting expectations.