Welcome

Edition 01

First, a big thank you for subscribing to our biweekly Linkedin newsletter, titled AI for Customer Care Magazine, the official companion publication to the Directors Club AI Expo for Customer Care Directors quarterly series.

The Q1 edition of AI Expo for Customer Care Directors takes place on March 26th. You can attend the live broadcast (online) at 08:30 - 10:00 GMT, or view later on-demand. Book your free of charge delegate place (live broadcast or on-demand) here.

AI for Customer Care Magazine

Every other week, we will deliver you the latest innovations, insights and inspirations from the fast-evolving world of AI for Customer Care.

This publication is relevant to professionals with any perspective on designing, delivering, or analysing their organisations' customer care journey.

As well as Customer Care leaders, we welcome leaders in Customer Service, Customer Interaction, Customer Experience, Customer Operations, Customer Support, Customer Contact, Self Service, Digital Experience, Chatbots et al.

Implementations

Lyft deploys Anthropic’s generative AI in customer service | Anthropic Lyft

Enterprise Knowledge Assistant enhances call center productivity at Allianz | Allianz

How AI is democratising public services | 微软

Use Cases

Conversational AI aids Alzheimer's caregivers with real-time assistance

How conversational AI can detect pharma safety events

How AI is redefining telecom customer experience

How Agentic AI Will Transform Banking (and Banks)

Supplier News

The Shocking Growth Secrets of SoundHound AI: What You Need to Know Now | SoundHound AI

Five9 Unveils Its New Brand Identity, Ushers the Future of AI-Human Collaboration | Five9

Genesys Aims to Solve the Contact Center AI Pricing Dilemma with Tokenization | Genesys

Microsoft Sees “Rapid Growth” in CCaaS, Credits Its Reputation for GenAI Innovation | 微软

96% of businesses report AI has met or exceeded expectations, finds Medallia study | Medallia

Talkdesk Adds AI Agents for Retail Customer Service | Talkdesk

Strong Customer Adoption and Usage of AI-powered Solutions Powering 8x8 CX Transformation | 8x8

Cisco & Mistral AI Team Up to Revolutionize CX with AI Innovation | 思科 Mistral AI

Talkdesk Achieves FedRAMP Agency Authority to Operate for CX Cloud Platform for United States Government Entities | Talkdesk

Sprinklr Slashes 15% of Staff, But Keeps Hiring in “Prioritized Areas” | Sprinklr

TELUS Digital Research Hub Launches in Partnership With the University of S?o Paulo, Bringing Together Global AI Scholars and CX Industry Experts | TELUS Digital TELUS

Sprinklr: A New CEO But the Same Vision for a Unified CX Platform | Sprinklr

ServiceNow Launches AI Agents for Customer Service, IT, and HR, Plus an Orchestrator | ServiceNow

Salesforce Report Highlights AI Agents as Key to Competitive Advantage in Financial Services | Salesforce

Cisco Makes Its AI Assistant Available on the Webex Contact Center, Integrates an AI Agent | 思科 网迅

Zoho Previews AI Agents, Teases Low Pricing, & Shares More on Its CEO Transition | Zoho

NICE Survey Shows Why AI in Contact Centres Becoming a Necessity | NICE

Why Empowering EMEA Customers Is Zoom’s Next Great North Star | Zoom

ServiceNow Acquires AI Firm Cuein to Advance Agentic AI Capabilities | ServiceNow Cuein AI

Fire Safety Leader Extinguishes Customer Service Woes with Sabio’s AI-Powered Analysis Solution | Sabio

Google Launches an AI Agent That Will Call Customer Service for You | 谷歌

Editor's Extras

Bridging the AI Skill Gap: The Urgent Challenge for CX Leaders?

From Chatbots To AI Shopping Companions: How Autonomous Agents are Transforming Conversational Commerce

Beyond Conversation: Can Reasoning LLMs Transform Customer Experience?

AI adoption in CX is rising, but implementation challenges remain

How Brands Can Use AI in 2025 To Close the CX Expectation Gap

Gartner: GenAI in mobile devices challenges traditional customer service | Gartner

Conversations in Collaboration: Gartner’s Tom Coshow on AI Agents and Agentic AI | Gartner

Future of Customer Service Training: Prepare Agents for AI-Driven Work

Investment

Moroccan-startup ToumAI secures €1 million develop powerful CX solutions | ToumAI

Accenture Invests in Cresta to Improve Efficiency and Productivity in Contact Centres with Generative AI | 埃森哲 Cresta

Exhibit at AI Expo for Customer Care Directors

Has your company developed innovative AI-powered solutions for customer care?

If yes, then AI Expo for Customer Care Directors provides the perfect platform to promote your technology to an audience of budget-holders and purchase influencers.

We have one exhibitor slot left for the Q1 edition on March 26th.

To exhibit at the Q1 March 26th edition, or at the Q2, Q3 or Q4 editions, simply message Jon Snow or email via the Directors Club website and we'll send you an Exhibitors' Brochure.