Insights

At GetGo, delivering exceptional support is non-negotiable — our users expect it, and we hold ourselves to it. Recognising early that AI would be central to scalable, high-quality service, we sought a partner who could make that vision a reality. Level3AI gave us the confidence to commit fully, and Emily has delivered — reinforcing our vision for the future of shared mobility. - Deyao Ang, Chief Operations Officer @GetGo Overview GetGo is Singapore's largest car-sharing platf

How modern contact centers are using AI-powered automation to resolve more customer interactions, reduce agent workload, and deliver faster, more consistent service. What if the most common interactions in your contact center — the same questions, the same routing requests, the same post-call logging — never reached your agents at all? The problem with most contact centers isn't the agents. It's the absence of automation doing the work it was built to do. Zoom Contact Center

BILL leveraged DevRev’s AI platform to transform customer support, achieving a 70% AI resolution rate, surpassing deflection targets, and saving over $5M while maintaining high customer satisfaction and scaling support across 500,000 SMBs without increasing costs. Company: BILL Employees: 1,001-5,000 Founded: 2006 Headquarters: San Jose, CA Industry: FinTech The company BILL is a U.S.-based financial technology platform processing millions of transactions for 500,000 SMBs. Op

The transformation trap In a digital world, the contact centre is no longer the only front door. The real CX failure is happening across your whole operation and the fix can’t start with the platform. The contact centre is not the problem You upgraded your contact centre platform. Maybe you deployed new CCaaS. Possibly an AI chatbot. And contact volumes haven’t fallen. Costs haven’t moved. Agents are still overwhelmed. What went wrong? Nothing went wrong with the technology.

Gamma experts share their thoughts on how AI will influence CX going forward. Artificial intelligence has become the catalyst forcing organisations to rethink operations. Customer journeys are being redesigned, and teams are rethinking on how best they can work together. In terms of customer experience (CX), it isn’t simply just another layer of technology added on. AI within CX has become a key topic for debate. Exciting in potential, yet daunting in practice. With customer

In this blog, you’ll learn: How AI is transforming CX, and why future-ready networks are critical. The role of robust infrastructure in delivering reliable AI-powered CX. Why assessing and strengthening digital foundations protects customer trust and maintains competitiveness. Modern customer experience is increasingly shaped by AI. We’re seeing its usage within the likes of automated service agents and predictive decision-making. But no matter how advanced these tools become

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

New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority. The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year. The report,

After all, recent studies show that 66% of customers expect that companies will understand their needs. This is why companies that orient their operations towards this are 60% more profitable than the rest. The main components of good CX are: Understanding the target customer’s mindset before making the purchase. Mapping the customer journey from awareness to fulfillment. Removing pain points across channels for conversion and retention. Successfully managing the digital cust

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As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...

I believe that a key ingredient to exceptional customer experiences lies in the empowerment of our customer experience agents. When we...

Ever wonder what you would do with one extra day? That's the gift a leap year gives us every four years—when the calendar delivers 29...