CX Automation Stalls Without Floor Input

What do APAC contact centre AI platforms actually deliver versus what they promise? That's exactly what Michael Clark and Audrey William at CrayonIQ set out to answer in their 2026 APAC Contact Centre CX Platforms with AI Buyers Guide, a deep dive into the regional CCaaS and AI market from a buyer's perspective. Michael Clark will be joining us at Verint Engage on the Road in Melbourne (today), Sydney (27th) and Brisbane (1 Sep) for a fireside chat, covering why the platform-led model remains the foundation for enterprises scaling AI with confidence, how leading organisations are turning AI governance into a competitive advantage, and what's real versus what's hype across the region. If you work in CX and you're trying to make sense of the APAC AI market right now, this is a session you don't want to miss. Register: https://lnkd.in/g2cySkHp #VerintEngage #EngageOnTheRoad #CX #AI #CustomerExperience

Customer expectations only move one direction. Every great experience resets the baseline. Zoom, configure, rotate, personalize — yesterday's delight is today's default. The brands that keep up treat visualization as infrastructure, not a project. What experience recently reset your expectations? Treat visualization as infrastructure: https://lnkd.in/eJ2KTUSg #AI #FutureOfCommerce #DigitalCommerce #Visualization

https://lnkd.in/eijkcvg9 Agentic AI is moving beyond efficiency. The real question is: what can it help businesses enhance and grow? The ROI of agentic CX isn’t just about reducing handle time or deflecting interactions. It’s about creating measurable impact across customer outcomes, operational efficiency, revenue, and trust. The next phase of CX will belong to organizations that move beyond isolated AI pilots and redesign customer journeys around intelligent automation, connected data, governed actions, and human judgment. As Muthuselvan Renganathan , Global Head of CX at Mastek, puts it: “The real ROI will come from CX teams that move beyond isolated pilots and design AI agents as part of the service operating model.” Read the full perspective on the real ROI of Agentic CX: https://lnkd.in/dD9JxTRQ #AgenticAI #CustomerExperience #CX #AI #Mastek #CustomerService #DigitalTransformation

The CCaaS market grew 14.5% year-over-year in Q1 2026, as AI moves from a nice-to-have to a baseline expectation in contact center platforms. Here's why the shift from cost center to strategic asset is accelerating faster than most enterprises realize: https://bit.ly/4gLIkWs #CCaaS #ContactCenter #AI #CustomerExperience #CXDO $CXDO

Vodafone Business is taking customer service to the next level with a new partnership with service now 🚀 This partnership will enable us to streamline processes, reduce response times, and provide more personalised support to our customers. Find out more: https://lnkd.in/ex4AgeWu #VodafoneBusiness #Innovation #CustomerExperience #AI

https://lnkd.in/eGg9wXgi Agentic AI is moving beyond efficiency. The real question is: what can it help businesses enhance and grow? The ROI of agentic CX isn’t just about reducing handle time or deflecting interactions. It’s about creating measurable impact across customer outcomes, operational efficiency, revenue, and trust. The next phase of CX will belong to organizations that move beyond isolated AI pilots and redesign customer journeys around intelligent automation, connected data, governed actions, and human judgment. As Muthuselvan Renganathan , Global Head of CX at Mastek, puts it: “The real ROI will come from CX teams that move beyond isolated pilots and design AI agents as part of the service operating model.” Read the full perspective on the real ROI of Agentic CX: https://lnkd.in/dD9JxTRQ #AgenticAI #CustomerExperience #CX #AI #Mastek #CustomerService #DigitalTransformation

Great insights from Jacob Mathew in this latest Infosys Knowledge Institute report. A compelling perspective on how retailers can unlock value through connected customer experiences, AI, and analytics. Read full report here: https://infy.com/TTHgg #Retail #EnterpriseAI #IKI #InfosysConsulting #UnlockAIValue

Last year, the focus was on adopting AI. This year, the conversation is shifting toward building the talent, technology, and operating model needed to sustain #AI at scale. The 2026 State of Customer Experience Report from Genesys explores what’s changing and where CX leaders are focusing next. 📑 See what the findings mean for your customers and your business: https://gsys.cx/4hLSWlF

Is AI still just "hype" for your retail business? Think again! Our partners at IDC confirm it: AI has moved from pilot to production, delivering measurable ROI for retailers. With 88% investing or planning to invest in generative AI, it's solving critical trade-offs between customer experience and operational costs. Ready to see how AI delivers real-world value? Read the IDC Info Snapshot: "AI in Retail — from Hype to Reality."https://okt.to/FPmRJq #RetailAI #GenerativeAI #DigitalTransformation #FujitsuRetail #RetailInnovation #IDC

I remember back in 2021 when we had the idea to automate First Notice of Loss calls for the insurance industry. Fast forward to today and Replicant is partnered with Guidewire Software to help insurers automate FNOL calls with AI Agents. Send us a message if you're interested in learning more!