AI is being marketed as a technology that will transform customer service for the better, but results are lacking. Here’s why.

Generative AI search experiences are increasingly conversational, assistive, and agentic. As a result, distinctions between search experiences are disappearing. Our latest report helps marketing, digital, and technology leaders and processes adapt to genAI-integrated search.

Today, under the headline-grabbing geopolitical and geoeconomic volatility, a significant, and potentially more consequential, transformation is unfolding in the public sector.

Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.

Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.

In the rapidly evolving landscape of software development, one month can be enough to create a trend that makes big waves.

Most companies make the wrong business case for their chatbot. Here’s how to make the right one.

The past year has marked a turning point in the corporate AI conversation. After a period of eager experimentation, organizations are now confronting a more complex reality: While investment in AI has never been higher, the path from pilot to production remains elusive. Three-quarters of ...

One day this fall, I watched an electronic sign outside the Broadway-Lafayette subway station in Manhattan switch seamlessly between an ad for makeup and one promoting the website Pickyourbaby.com, which promises a way for potential parents to use genetic tests to influence their baby’s traits, ...

This is today’s edition of The Download, our weekday newsletter that provides a daily dose of what’s going on in the world of technology. AI chatbots can sway voters better than political advertisements The news: Chatting with a politically biased AI model is more effective than political ads at ...