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BILL transforms with DevRev's AI platform, saving $5M while improving customer experience
BILL leveraged DevRev’s AI platform to transform customer support, achieving a 70% AI resolution rate, surpassing deflection targets, and saving over $5M while maintaining high customer satisfaction and scaling support across 500,000 SMBs without increasing costs. Company: BILL Employees: 1,001-5,000 Founded: 2006 Headquarters: San Jose, CA Industry: FinTech The company BILL is ...

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What UK Customers Really Want from Contact Centres in 2026
MaxContact just published their Voice of the UK Consumer 2026 report — and the picture it paints for contact centre leaders is both urgent and actionable. We surveyed 1,000 UK adults who had interacted with a contact centre in the last 18 months. The findings reveal something that goes beyond wait times, channel preferences, and AI adoption. This year, the biggest barrier to cus...

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Why legacy CTI is holding back your agentic AI CX strategy
If you’re responsible for customer experience, you might be finding that agentic AI hasn’t lived up to the hype. While the spotlight has been firmly on the wonders of AI, it’s the less exciting infrastructure sitting underneath that can determine success or failure of your CX. The race to agentic CX By 2029, according to Gartner, agentic AI will autonomously resolve a staggering...

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Why the Customer Journey Keeps Breaking – Context is the New Competitive Advantage
Organisations are pouring millions into service modernisation. So why do customers still feel like they’re going in circles? The answer isn’t a lack of technology – it’s a lack of context. The hidden problem: Siloed fixes in a modernised world Picture this: An organisation spends 18 months modernising its service operation. New ticketing system. New self-service portal. New AI c...

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Why Fixing the Contact Centre Won’t Fix Your Customer Experience
The transformation trap In a digital world, the contact centre is no longer the only front door. The real CX failure is happening across your whole operation and the fix can’t start with the platform. The contact centre is not the problem You upgraded your contact centre platform. Maybe you deployed new CCaaS. Possibly an AI chatbot. And contact volumes haven’t fallen. Costs hav...

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