For years now, businesses have been investing in digital technologies to make them more efficient, more productive, more flexible and more connected. Digital transformation and a focus on customer experience can generate up to a 30% increase in customer satisfaction – and economic gains of up to 50% (McKinsey & Company).
But while organisations may have intellectually understood the need for digital transformation before, there’s no doubt that COVID-19 has created an urgent need to accelerate those plans – so that businesses don’t just survive, they thrive in these new conditions.
Operational Excellence
Agentic AI is set to transform customer service far more fundamentally than earlier AI waves. But there are risks as well as rewards.
Customer Experience
The era of costly AI experimentation is ending. What comes next will separate the organisations that scale AI successfully from those that quietly pull the plug.
Customer Experience
2026 isn’t the year to tinker with existing customer experience models: it’s the year to fundamentally rethink how CX creates measurable business value.