The Southeast Asia Paradox Southeast Asian banks are spending more on AI than at any point in history, backed by over $30 billion committed to AI-ready data center infrastructure and generally supportive regulators in markets like Singapore and Thailand. Yet roughly half of all AI projects in banking and financial services never make it to […]
The Ruling A German regional court issued a temporary injunction against Google, holding the company directly liable for false and defamatory statements generated by its AI Overviews feature, which had incorrectly linked two publishers to scams and dubious business practices. The court’s reasoning is what makes this significant: because Google built the tool, offered it […]
The Pressure to Scale New research from a survey of 200 EU-based contact center leaders finds that AI deployment in customer service is being driven primarily by external pressure rather than internal readiness: 63% cite rising customer expectations, 58% cite competitive pressure, and 56% cite the need to improve operational efficiency. Seven in 10 organizations […]
The Scale Problem Coming Gartner projects that by 2028, the average Fortune 500 company could run 150,000 AI agents across its enterprise tech stack. That scale changes what governance actually needs to cover. As Jack Nelson, CISO deputy general counsel at Ivanti, puts it, when a generative AI tool outputs a flawed summary, a human […]
The Trust Gap New research from Five9, surveying 3,000 consumers and 600 CX and contact center decision-makers across the US, UK, and Germany, finds that half of consumers believe AI can handle most customer service tasks they need help with. But that confidence collapses sharply once money enters the conversation: under a quarter of consumers […]
The Finding Metrigy’s AI Organizational Best Practices 2026–27 study, surveying 756 companies globally, pushes back on the common narrative that most AI pilots stall out. Eighty-five percent of companies report fewer than 40% of their pilots fail to reach production, and the largest single group (30.3%) reports a failure rate of just 11 to 20%. […]
The Adoption Picture Five separate 2026 research reports now paint a consistent picture of where contact center AI actually stands. Valoir found more than 95% of organizations run at least one AI or automation capability, with AI agents leading adoption at 61%, followed by copilots at 55% and knowledge search at 54%. ContactBabel found 21% […]
What AWS Showed at re:Invent At AWS re:Invent 2025, Amazon Connect unveiled 30 major launches around agentic AI, framed around what VP Pasquale DeMaio called the core distinction: “agentic is really about action,” an AI agent’s ability to actually do something on a customer’s or company’s behalf, not just summarize or suggest. Two customer case […]
The Problem Qualtrics Set Out to Fix Qualtrics used its X4 event to unveil a set of AI-powered updates (omnichannel listening, automated text analytics, and agentic Experience Agents) built around one uncomfortable admission from President Brad Anderson: across most CX programs, only 1 to 2 percent of incoming customer feedback ever gets followed up on. […]
The Bottleneck Only about 5.5% of organizations are seeing real value from their AI investments, and the gap is not usually the model; it is the data feeding it. In regulated industries, the most useful training data (transaction histories, complaint transcripts, identity checks) is also the data compliance teams are most nervous about exposing. Gartner […]