Browsing: Value

NEC says cheap UCaaS can hide bolt-ons; buyers should compare PBX, CCaaS and telephony quality to protect CX.

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Rethinking customer retention: From churn prevention to value creation | Retail Customer Experience

Nidec (TSE:6594) has postponed its first quarter 2027 results as it reviews prior financial statements, investigates potential product quality issues and unpaid customs duties, and completes related audit and tax checks.

In a tough market, raising productivity is a key way of boosting financial performance and teasing out those marginal gains. It’s something that the private enterprise leaders I speak to are highly focused on achieving – and the number one route they’re taking is to increase investment in technology including AI.

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While 70% of CX practitioners say their organization has adopted AI in CX, only a fraction are seeing a return on investment, Forethought AI Agents by Zendesk’s Antoine Nasr said.

As mentioned in previous columns, I believe the surge in artificial intelligence is unstoppable. Whereas we’ve seen many applications—for example, research assistance and the discovery of trends—most were aimed at productivity improvements: obviously of value, but not leading to disruptive innovation or system solutions.

Artificial intelligence is evolving from an emerging technology into a new layer of digital services. For it to truly reach consumers and businesses, more powerful models alone are not enough: clear use cases, integration, measurement, privacy, support and a seamless experience are also required. In this space, telecoms companies can play a key role as…

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