Not every customer enquiry needs a human agent. Equally, not every customer interaction should be handled by AI.

Bring Your Team In First, Not Last During our AI for Contact Centers: Where AI Meets the Customer

AI can answer a customer’s question. But can it go the extra mile? Next week, businesses around the

As contact centers deploy AI to handle more interactions a question that used to be philosophical has become urgently

I came across an interesting article this week, something that passed my ear. In May 2026, Huawei and

A business can invest in the latest AI tools, but if its customer journeys are confusing, its processes

AI is already changing how customers interact with businesses. Chatbots, voice assistants, AI powered self service and agent

What happens when AI is not helping your customer? Artificial Intelligence has transformed customer service. Organizations are investing

For years, contact centers have been viewed as cost centres places where customer issues are resolved as efficiently

Introducing the AI Customer Experience Diagnostic (AI-CXD) Framework As organizations across Kenya and beyond accelerate AI adoption, the