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  • Viewpoint
    Nov. 10, 2025

    The global Business Process Outsourcing (BPO) industry is undergoing a seismic transformation due to the emergence of autonomous, LLM-powered AI agents that are rapidly changing how services are delivered. This report examines how BPO firms must…
  • Viewpoint
    July 29, 2025

    The telecom industry is at an inflection point, facing rising customer expectations, operational complexities, and intensifying competition. This Viewpoint explores the need for telecom enterprises to embrace comprehensive, AI-driven transformation of their CX strategy through an…
  • Tech Provider Spotlight
    Jan. 31, 2025

    Organizations face several challenges managing multilingual communication within Customer Experience Management (CXM), including high costs, operational inefficiencies, and inconsistent translation quality. These issues often obstruct delivering seamless, culturally relevant, and accurate interactions across diverse customer bases.…
  • Viewpoint
    Sep. 17, 2024

    The digital Customer Experience Management (CXM) market is growing rapidly, particularly in the Philippines. Digital CXM leverages digital concepts and advanced analytics, automation solutions, Conversational AI (CAI), cloud-based contact centers, omnichannel solutions, and customer experience (CX)…
  • Viewpoint
    June 05, 2024

    Over the past year, gen AI has garnered significant attention due to innovations such as ChatGPT. Powered by Large Language Models (LLMs), gen AI enables human-like conversations. It has broad applications, particularly within Intelligent Automation (IA),…