Frost & Sullivan recently recognized ASC Technologies with the 2025 Global Competitive Strategy Leadership Award for its excellence in compliance recording and AI-powered analytics. ASC is a leading provider of advanced compliance recording, quality management, and AI-based analytics solutions designed to help organizations close compliance gaps, improve customer experience, and derive actionable insights all while ensuring adherence to stringent regulatory standards.

1. Overview of ASC Technologies’ Recording Insights

• AI-enabled enterprise-grade compliance recording solution capturing voice, video, chat, and screen sharing across platforms such as Microsoft Teams, Zoom, Cisco, Genesys, and RingCentral.

• Features include built-in transcription, translation, and AI capabilities powered by Azure OpenAI to convert communication data into actionable business insights.

• Enhances operational efficiency, reduces risk, and supports smarter decision-making.

2. Advanced Features for Regulated Industries

• Native integration with Microsoft Teams and deployment on Microsoft Azure Cloud ensures strong security and trusted compliance.

• The AI Policy Engine detects regulatory violations, enforces compliance templates, and adapts dynamically to evolving legal standards.

• Especially valuable for finance, healthcare, public sector, and other regulated industries needing stringent compliance.

3. Frost & Sullivan Recognition and Industry Impact

• ASC’s Recording Insights bridges compliance gaps while delivering deep conversational insights that drive operational efficiency and growth.

• Fully GDPR-compliant legal recording solution, capturing comprehensive communication data across multiple modalities.

• Award highlights ASC’s innovation in simplifying complex compliance requirements through a flexible, cloud-first architecture.

4. Platform Architecture and User Benefits

• Cloud-first design enables secure, encrypted, geo-redundant data storage with configurable retention policies customized per industry regulations.

• User-friendly platform reduces IT overhead and speeds onboarding, allowing organizations to become operational within hours.

• Flexibility and enterprise-grade robustness set ASC apart in the compliance recording market.

5. Strategic Partnerships and Ecosystem

• ASC technology powers partner solutions such as Mitel’s MIR and MIR Insight AI, which leverage ASC’s full feature set including AI Policy Engine, risk detection, and advanced analytics.

• Partnerships expand ASC’s reach and reinforce its leadership in compliance recording and AI analytics.

6. Frost & Sullivan Best Practices Awards

• Award recognizes companies demonstrating leadership, innovation, superior customer service, and strategic product development.

• Analysis includes competitive intelligence, market positioning, and customer satisfaction, underscoring ASC’s strong market impact.

ASC Technologies’ AI-driven compliance recording platform sets a new standard in regulated industry communications by combining advanced AI analytics, cloud-first architecture, and seamless integrations. Recognized by Frost & Sullivan for strategic leadership, ASC empowers organizations to manage compliance efficiently while gaining actionable insights that drive business growth. Its innovative approach and strategic partnerships position ASC as a key player shaping the future of compliance and communication technology.

Customer Experience (CX) is no longer a soft differentiator it’s the front line of brand loyalty. As businesses enter 2025, rapid technological advancements, shifting customer expectations, and operational complexities are reshaping the CX landscape. The Five9 “2025 Business Leaders CX Report” offers an in-depth view into how global organizations are leveraging AI, rethinking agent roles, and recalibrating service strategies.

Shifts Defining the Future of CX

1. AI Is Not the Future—It’s the Present

• 81% of organizations already use AI in their contact centers.
• 94% of leaders leverage AI to support agents; 96% use it to power self-service.
• AI isn’t theoretical—it’s actively driving smarter, faster customer interactions.

2. Agents Are Becoming Experience Architects

• Only 7% of leaders say agent roles haven’t changed.
• 55% now prioritize emotional intelligence for complex issue resolution.
• 88% have increased focus on improving agent experience with:
  • Flexible shifts
  • AI-powered assist tools
  • Expert access

3. Self-Service: Quality Over Availability

• 86% of customers try self-service first, but only 33% value 24/7 access.
• Customers prioritize:
  • Accurate information (66%)
  • No repetition (50%)
  • Quick resolution (60%)
• AI-enhanced self-service reduces friction and increases satisfaction.

4. The Wait Time Disconnect

• 60% of consumers rank wait time as critical vs. only 48% of leaders.
• Proactive outreach and intelligent self-service can mitigate delays.
• Brands that prioritize fast, seamless engagement build long-term trust.

5. Voice Remains the Gold Standard

• 74% of consumers prefer phone support in high-stakes moments.
• Businesses must stop undervaluing voice—it’s not obsolete, it’s essential.
• Sensitive contexts (health, finance) demand human interaction.

6. AI Confidence Gap: A Trust Issue

• 79% of leaders believe customers trust AI; only 43% of customers agree.
• 72% of consumers are open to AI—with clear escalation paths to humans.
• Trust is earned through transparency, reliability, and option to escalate.

7. Omnichannel = Integrated, Not Just Multichannel

• Only 34% of companies offer fully integrated omnichannel platforms.
• Lack of integration leads to:
  • Repetition
  • Frustration
  • Broken customer journeys
• Seamless, contextual handoffs are key to loyalty.

8. Digital Shift: More Channels, More Pressure

• 55% of businesses report digital channels now drive 40%+ of interactions.
• Businesses overestimate preference for social media; voice and email still lead.
• Success lies in aligning strategy with actual usage and feedback.

9. Redefining Metrics for Modern CX

• Traditional KPIs like AHT and CSAT are declining.
• Customer Effort Score (CES) is on the rise—from 33% to 38%.
• Focus is shifting toward simplicity, clarity, and resolution—not just speed.

10. The Agent Retention Crisis

• 68% of organizations report rising agent turnover.
• Top pain points:
  • Complex issues
  • Outdated tools
  • Limited career growth
• The solution: empowerment, engagement, and enablement.

CX as a Strategic Differentiator in 2025

Customer experience in 2025 demands more than operational efficiency—it requires a human-centered, AI-enhanced, omnichannel ecosystem. The most forward-thinking companies aren't just adopting new tools; they are reshaping how they engage with customers and support their teams.

To win in this new CX era, businesses must:

• Close the gap between perception and reality
• Invest in intelligent automation
• Elevate the role and experience of human agents
• Redefine success metrics to reflect what customers truly value

In this high-stakes, fast-moving landscape, loyalty is not given—it’s earned, one seamless and human-centered interaction at a time.

Similarweb, a leading AI-powered digital intelligence platform, has launched a new suite of AI-powered specialists called Similarweb AI Agents. These agents are designed to help businesses accelerate SEO analysis, customer engagement, and strategic execution by leveraging massive real-time data from millions of digital sources. Unlike generic AI tools, these agents provide purpose-built expertise tailored to distinct business functions such as SEO, sales outreach, and market trend analysis.

1. What Are Similarweb AI Agents?

• Purpose-built AI specialists trained on up-to-date data from over 100 million websites, 4 million apps, 5 billion keywords, and 20 million companies.

• Designed to improve business functions like SEO strategy, content planning, sales outreach, and trend discovery.

• Help teams perform complex data analysis faster and more accurately, creating value for marketing, sales, investment, and analytics teams.

2. Key AI Agents and Their Functions

• AI SEO Strategy Agent: Develops topic-level SEO content strategies by analyzing the competitive landscape and uncovering actionable content opportunities.

• AI Trend Analyzer: Detects sudden search demand spikes, helping teams understand whether they stem from campaigns or external events.

• AI Meeting Prep Agent: Quickly generates comprehensive meeting briefs using digital intelligence, CRM data, and live web signals to optimize sales preparation.

• AI Outreach Agent: Automates and personalizes outreach messages to increase sales and upsell success with data-driven relevance and timing.

3. Customer Success Stories

• Users report significant time savings, improved content planning, and more targeted outreach.

• Fortune 500 companies across retail, tech, and media sectors use these agents to generate SEO strategies and refine sales pitches.

• Sales teams save up to 10 hours per week by reducing manual research and focusing on high-potential leads.

• Marketing teams gain deeper competitive insights and reduce costs by consolidating SEO tools.

4. What Sets Similarweb AI Agents Apart?

• Data-First Approach: Insights are grounded in extensive Similarweb data reflecting real human behavior online.

• Workflow Integration: Agents are built for practical use by SEO professionals, marketers, and sales teams, providing actionable strategies rather than generic advice.

• Immediate Actionability: Recommendations are ready to use instantly, eliminating guesswork and complex prompt engineering.

5. Future Developments

• Upcoming AI agents for Shopper Intelligence, Stock Intelligence, Web Intelligence, and Sales Intelligence are currently in prototype testing.

• Similarweb’s vision is to replace hours of manual research with instant, actionable insights for every business team.

Similarweb AI Agents represent a paradigm shift in digital intelligence by providing highly specialized, data-driven AI tools that streamline SEO, sales, and marketing workflows. Their ability to turn vast datasets into practical strategies not only saves time but also boosts business effectiveness. As Similarweb continues to innovate, these agents are set to become indispensable allies for companies aiming to excel in competitive digital markets.

TapClicks, a leader in Smart Marketing solutions, announces the immediate release of AI Operator Agents no-code functions integrated within its marketing automation platform. These agents empower marketers, agencies, and media companies to transform their marketing data and metadata effortlessly using plain language commands.

• AI-Powered Data Transformation:

  • The Data Transformation Agent automates the creation of complex formulas and marketing KPIs like ROI, ROAS, and text operations.

  • Users can generate these calculations without technical or development skills by simply describing their needs.

• No-Code Simplicity:

  • Marketers can create advanced formulas with natural language prompts such as “calculate cost per action.”

  • Eliminates the need for programming syntax or manual coding, making data transformation accessible to all users.

• Efficient Data Cleanup:

  • The agent can fix formatting errors, de-duplicate fields, and standardize inconsistent naming quickly and accurately.

  • Saves significant time in preparing marketing data for analysis.

• Custom KPIs on Demand:

  • Enables building sophisticated performance metrics across campaigns and channels through simple descriptions.

  • Supports better measurement and optimization of marketing efforts.

• Immediate Availability:

  • Operator Agents are available out-of-the-box for TapInsights admins at no additional cost.

  • Part of TapClicks’ larger AI-driven strategy to accelerate insights and reduce manual work in marketing workflows.

TapClicks’ new AI Operator Agents make it easier than ever for marketers and analysts to turn raw data into actionable insights without coding knowledge. By integrating AI-powered tools for data transformation and KPI creation, TapClicks is driving smarter, faster marketing decisions across brands, agencies, and media companies.

Virlo.ai introduces its next-generation AI dashboard designed to democratize trend intelligence for short-form video creators, agencies, and brands. This innovative platform combines advanced machine learning with an intuitive user interface to identify emerging viral niches on TikTok and YouTube Shorts before they go mainstream.

• About Virlo.ai:

  • Founded in early 2024 by Nicolas Mauro and based in New York City.

  • Mission: Enable users to confidently navigate viral trends and elevate content with data-driven insights.

  • Uses a proprietary algorithm to scrape viral content and analyze trends in real-time.

• Platform Features:

  • AI-powered trend forecasting tailored for TikTok and YouTube Shorts.

  • Provides predictive analytics to help creators and marketers craft viral content strategies.

  • Includes hashtag analytics, popularity trend tracking, creator research, and competitive benchmarking.

• User Benefits:

  • Helps users identify viral trends early to capitalize on unsaturated niches.

  • Supports content ideation, campaign planning, influencer scouting, and optimized posting schedules.

  • Virlo.ai users typically triple average video views within three months of regular use.

• Pricing and Accessibility:

  • Offers a Freemium tier, scalable Pro, and Enterprise plans to suit different needs.

  • Designed to serve hobbyists, hustlers, creators, agencies, and brands alike.

• Founder’s Vision:

  • Nicolas Mauro emphasizes the platform’s goal to catch viral trends early and continuously improve trend detection.

  • Encourages creators to explore personalized support and tools to boost content virality.

Virlo.ai’s next-gen AI dashboard empowers creators and brands to stay ahead in the fast-paced world of short-form video. By leveraging data-driven trend insights and machine learning, the platform enables users to create viral shorts, increase engagement, and grow their audience efficiently. The dashboard is now open for sign-ups, with support available through Discord and email.

Elastic, a leading Search AI company, has announced the successful acquisition of Keep Alerting Ltd, a company specializing in open source AIOps solutions. This acquisition aims to enhance Elastic's capabilities in alert management and incident remediation, driving improved operational efficiency and service reliability.

• About Keep Alerting:

  • An open source AIOps platform that unifies alert management.

  • Automates incident remediation to reduce manual intervention.

  • Designed to enhance operational efficiency and service reliability.

• Strategic Benefits of the Acquisition:

  • Integrates Keep’s open source AIOps and workflow automation with Elastic’s Elasticsearch technology.

  • Expands Elastic’s AI/ML and AI Assistant capabilities.

  • Enables AI-powered workflow automation across key Elastic solutions including Observability, Security, and Search.

• Leadership Insight:

  • Ken Exner, Elastic’s Chief Product Officer, emphasized the synergy of combining Keep’s capabilities with Elastic’s platform.

  • Focus on delivering enhanced AI-driven automation to customers.

• Impact on Customers:

  • Improved incident response times through automation.

  • Better alert consolidation to reduce noise and focus on critical issues.

  • Enhanced reliability and operational performance across IT environments.

Elastic’s acquisition of Keep Alerting marks a significant step in advancing AI-powered AIOps and automation within its ecosystem. By integrating Keep’s alerting and incident management tools, Elastic is positioned to deliver more efficient and reliable service management solutions, reinforcing its leadership in AI-driven operational technology.

As the General Data Protection Regulation (GDPR) marks its seventh anniversary, new insights from SurveyMonkey, the world’s leading survey platform, reveal ongoing challenges faced by Irish businesses in data protection and compliance. Despite a strong claimed understanding of GDPR requirements, many organisations continue to experience data-related issues, fines, and regulatory investigations.

In response, SurveyMonkey has launched its new Trust Centre a comprehensive hub designed to help businesses navigate the complex privacy landscape with clarity, transparency, and confidence.

Irish Businesses' GDPR Reality: Awareness, Issues, and Enforcement

A recent SurveyMonkey poll of Irish business decision-makers highlights that while 94% say they understand and meet GDPR requirements, more than half (58%) have faced data-related issues since GDPR’s implementation. Notably:

• 20% have been fined or penalized due to GDPR breaches.

• 19% have received warnings or undergone investigations by Data Protection Authorities.

This indicates that despite widespread awareness, real-world compliance remains a challenge.

Data Privacy as a Strategic Priority

Data protection is increasingly vital in the wake of rising cyber incidents and industry data mishandling. Survey results reveal:

• 37% of Irish businesses now only partner with vendors who transparently disclose their data protection measures.

• Businesses emphasize understanding how data is stored and used by suppliers.

SurveyMonkey’s Trust Centre aims to provide this transparency by showcasing its security certifications, compliance protocols, and third-party audit results—empowering procurement and IT teams to make informed decisions and mitigate vendor risk.

Budget Constraints and Legacy Technology: Barriers to Security Investment

While cybersecurity risks intensify, budget limitations hold back many companies:

• 26% cite lack of funds as the top barrier to improving security.

• 47% plan to increase security investments in the coming year.

Legacy systems pose another hurdle, with 25% identifying outdated technology as a challenge. Nonetheless, nearly a third (29%) have recently invested or plan to invest in advanced security solutions, including encryption, data loss prevention, and privacy management tools.

The Growing AI Privacy Challenge

As AI adoption hits 95% among Irish businesses, the complexity of safeguarding sensitive data grows:

• 41% cite AI and machine learning as significant privacy and security challenges ahead.

• Concerns about generative AI stand at 43%, with cloud computing (29%), big data analytics (29%), and blockchain (23%) also flagged.

To address these, over 70% are developing or have established AI-related privacy policies. Additional steps include:

• AI and data privacy training (36%)

• Restricting certain AI applications (36%)

• Partnering only with vendors transparent about AI data handling (32%)

These initiatives align with traditional GDPR obligations and evolving requirements under the EU AI Act.

Privacy Compliance as a Competitive Advantage

Despite challenges, Irish businesses recognize the strategic value of strong data protection:

• 90% say GDPR compliance strengthens customer trust and gives a competitive edge.

• 85% updated their data protection policies in the past two years; 70% within the last year.

• 89% have a Data Protection Officer or plan to appoint one.

Vendor trust is conditional and carefully managed, with 90% requiring proof of compliance before partnering, and 76% cutting ties with vendors due to data security concerns.

SurveyMonkey’s Trust Centre: Transparency and Confidence in Privacy

Recognizing customer demand for visibility into data security, SurveyMonkey’s newly launched Trust Centre serves as a transparent, easy-access portal detailing the company’s privacy practices, compliance certifications, and audit results.

Eric Johnson, CEO of SurveyMonkey, notes:

“Seven years after GDPR transformed how we think about data, many organisations still feel like they're playing catch-up. As AI and big data introduce new layers of complexity, businesses need trusted tools and clear frameworks to meet rising expectations around compliance, security, and transparency. SurveyMonkey has long been a market leader in secure, compliant feedback collection—grounded in insights from real people, not algorithms. We built the Trust Centre to help organisations evaluate us as a partner, strengthen internal accountability, and build lasting customer trust. Good privacy practices shouldn’t be a guessing game, and with SurveyMonkey, they don’t have to be.”

Navigating Data Privacy in a Complex World

Irish businesses face a balancing act—meeting regulatory demands, managing AI risks, and overcoming budget and legacy system challenges. Yet, those who invest in robust privacy practices stand to gain significant trust and competitive advantage.

SurveyMonkey’s Trust Centre is positioned to be a key resource, enabling businesses to confidently partner with compliant vendors and bolster internal data protection strategies in an evolving regulatory environment.

Brown Brothers Media Pte. Ltd., a leading Singapore-based digital media company, today announced the acquisition of DMNews (dmnews.com), a premier platform focused on self-improvement and lifestyle content. This acquisition marks a significant step in Brown Brothers Media’s ongoing expansion and reinforces its commitment to delivering high-impact, motivational content to a worldwide audience.

As part of the acquisition, Brown Brothers Media has appointed Justin Brown, co-founder of DMNews, as the platform’s editor-in-chief—a move signaling strategic leadership continuity and renewed editorial focus.

Brown Brothers Media: A Data-Driven Content Powerhouse

Founded in 2020, Brown Brothers Media has rapidly grown to reach over 50 million monthly pageviews through its portfolio of digital publications. The company’s core content pillars—personal development, mindfulness, and business insights—are crafted with a data-driven approach, optimized for organic reach primarily via Google Discover and search.

This strong foundation allows Brown Brothers Media to engage a global audience seeking actionable advice to improve their lives and careers, making the acquisition of DMNews a natural fit.

DMNews: Empowering Readers Through Mindset, Wellness, and Relationships

DMNews has established itself as a trusted source of motivational content centered on mindset, wellness, and relationships. The platform delivers practical insights that empower readers to lead healthier, more fulfilling lives, complementing Brown Brothers Media’s mission to create meaningful impact through quality content.

The integration of DMNews into Brown Brothers Media’s portfolio enhances the company’s ability to offer a broader spectrum of self-improvement topics to a rapidly expanding audience.

Justin Brown’s Editorial Vision: Driving DMNews Forward

Justin Brown’s appointment as editor-in-chief ensures that DMNews will continue its trajectory of growth under experienced guidance. As co-founder, Justin brings deep insight into the brand’s values and audience needs.

“DMNews is a vital addition to our portfolio,” said Justin Brown. “As editor-in-chief, I’m excited to steer its growth, delivering content that inspires and empowers readers worldwide.”

His leadership is expected to amplify DMNews’s reach and deepen its impact in the competitive self-improvement space.

Strategic Implications for Brown Brothers Media

The acquisition aligns with Brown Brothers Media’s broader strategic goals to expand its influence in the digital self-improvement market. By integrating DMNews’s strong brand and content assets, Brown Brothers Media strengthens its position as a global leader in motivational and lifestyle media.

This move also highlights the company’s commitment to maintaining editorial excellence and user-first content strategies, ensuring continued growth and audience engagement.

Looking Ahead: Growth and Innovation on the Horizon

With Justin Brown at the helm, DMNews is poised to innovate its content offerings and expand into new formats and channels, enhancing user experience and engagement. Brown Brothers Media plans to leverage its technological capabilities and data insights to optimize DMNews’s performance and visibility across platforms.

This acquisition reflects the company’s dedication to evolving with audience needs and setting new standards for quality and impact in the digital media landscape.

Brown Brothers Media

Founded in 2020, Brown Brothers Media Pte. Ltd. is a Singapore-based digital media company focused on personal development, mindfulness, and business insights. Its portfolio reaches over 50 million monthly pageviews globally through data-driven, high-quality content optimized for organic discovery.

DMNews

DMNews (dmnews.com) is a leading digital platform offering motivational content on mindset, wellness, and relationships. Since its inception, it has empowered readers with practical advice to improve their lives and achieve personal growth.