customer experience

Cluster Reply and Riverty this week unveiled a fast-tracked, Microsoft-backed omnichannel customer service platform that Riverty says was delivered in just 100 days and built to be AI-first while keeping human empathy at its core. The rollout consolidates voice, chat and email into a single...

NTT DATA’s launch of a dedicated global business unit for Microsoft Cloud signals a major acceleration in enterprise digital transformation, promising to reshape how organizations leverage secure, AI-powered solutions for modernization, agility, and growth in a rapidly evolving landscape. As the...

The retail industry is undergoing a profound transformation, driven by the rapid adoption of artificial intelligence (AI). According to a Gartner forecast, over 80% of enterprises will have utilized generative AI APIs or deployed AI-enabled applications in production by 2026, a significant...

A revolution is quietly transforming the call center experience, where “Press 1 for sales; press 2 for support; press 3 to abandon all hope” once captured the prevailing mood. Today, new AI-powered voice agents—like those developed by London-based PolyAI—are not just fielding calls instantly but...

Artificial intelligence (AI) is revolutionizing enterprise resource planning (ERP) systems, transforming them from traditional back-office tools into dynamic engines of strategic decision-making. Jaco Stoltz, Group CEO at Strategix, emphasizes that AI has become mission-critical for ERP systems...

National Bank of Kuwait (NBK) has made a decisive move in the digital transformation of the financial sector, rolling out Microsoft Copilot across all of its divisions—a first in the region’s banking landscape. This enterprise-wide adoption marks not just a technological leap, but the beginning...

Microsoft’s bold mission to empower every person and organization on the planet to achieve more has never felt more tangible than in the company’s recent, AI-driven surge across the global business landscape. As of today, more than 85% of the Fortune 500 harness some form of Microsoft AI—a...

H One, a prominent innovator in enterprise AI solutions and a trusted Microsoft partner, has recently clinched the top position at the regional Microsoft Agentic AI Hackathon. This hybrid-format event attracted leading technological minds from across the region, all aiming to showcase...

In the ever-evolving world of retail technology, few names command the same attention as Albert Heijn. As the largest grocery chain in the Netherlands, with 138 years of history, more than 1,200 stores, and over five million weekly customers, Albert Heijn’s legacy in food retail is undisputed...

In the fast-moving world of retail, the humble payment transaction has become much more than a simple moment of financial exchange. For today’s retailers, particularly those navigating the complex omnichannel landscape, payment systems have transformed into a pivotal point of strategic...

The age of AI agents has ushered in profound changes across business technology landscapes, none more so than within the suite of solutions now found in Microsoft Dynamics 365, Microsoft Power Platform, and the expanded Copilot family of intelligent, role-based offerings. The 2025 release wave...

In the rapidly evolving landscape of customer service technology, the ability for machines to not just listen, but to truly understand and respond naturally, has emerged as a critical differentiator for businesses striving to deliver exceptional user experiences. Traditional voice and chat...

Microsoft's Copilot platform is poised for a significant transformation, introducing features that could redefine user interaction with artificial intelligence. Recent developments suggest the integration of animated voice avatars and advanced 3D model generation capabilities, marking a...

The relentless acceleration of artificial intelligence has left few industries untouched, but the story of The Adecco Group stands out for its rigorous, people-centered approach to enterprise AI adoption. While much of the recent conversation around AI has centered on fears of displacement or...

The enterprise rush to adopt artificial intelligence (AI) agents has surged, driven by the extraordinary advances in large language models (LLMs). Voice AI, once limited to clunky Interactive Voice Response (IVR) systems that left both callers and developers frustrated, now promises an entirely...

H One, a prominent enterprise AI solutions provider and Microsoft partner, recently clinched the top position at the regional Microsoft Agentic AI Hackathon. This hybrid event attracted leading technological minds from across the region, aiming to showcase next-generation AI solutions. Team H...

Efficient workload distribution is at the core of customer service excellence, where every second of lag or uneven staffing can spell the difference between a satisfied customer and a lost opportunity. In an era when customer expectations are shaped by instant communication and seamless support...

Prague Airport, the busiest international hub in Czechia, stands at the vanguard of digital transformation as it navigates an era shaped by rapid advancements in artificial intelligence. Handling more than 16 million passengers each year with projections rising as high as 18 million in the near...

A wave of digital transformation is sweeping through Ireland’s financial landscape, and leading the charge is AIB with its ambitious rollout of artificial intelligence tools in partnership with Microsoft Ireland. This groundbreaking initiative is set to change not only how AIB operates...

Microsoft Copilot’s integration into Allied Irish Banks (AIB) marks a defining moment in the evolution of Ireland’s financial sector, as the bank commits to deploying advanced AI tools to over 10,000 employees. This bold step reflects a wider transformation sweeping the global banking industry...