Insights

Organisations are pouring millions into service modernisation. So why do customers still feel like they’re going in circles? The answer isn’t a lack of technology – it’s a lack of context. The hidden problem: Siloed fixes in a modernised world Picture this: An organisation spends 18 months modernising its service operation. New ticketing system. New self-service portal. New AI chatbot. And yet customers are still calling them on the phone. Agents are still re-entering data. C

Omnichannel customer service—which aims to deliver one seamless, continuous experience across all channels—has become the gold standard in recent years. Today, 73% of customers switch between at least three channels in their journey, while 80% say the experience matters as much as the product itself. However, only 45% say they’re “satisfied” with the quality of support they receive. To meet rising customer expectations, companies are turning to AI-driven solutions to boost bo

AI is rapidly transforming customer service, redefining how businesses interact with their customers. Among its many applications, the intelligent virtual agent stands out as one of the most strategic and impactful tools. Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service requests without human intervention. Available across multiple channels, this digital assistant understands natural language, adapts to context, and delivers r