Artificial intelligence may be revolutionizing customer experience (CX) from the inside out, but from the customer’s seat, it’s often a case of “all tech, no touch.”
That’s the key takeaway from Verizon’s latest CX Annual Insights report, which surveyed 5,000 consumers and 500 senior executives across seven countries. The message is clear: AI can speed things up, but it can’t replace the empathy and trust of a human interaction.

The AI–Human Satisfaction Gap

• 88% of consumers are satisfied when interactions are handled mostly or fully by human agents.

• Satisfaction drops to 60% for AI-led interactions.

It’s not that customers reject AI outright—they just want it used in ways that enhance, not replace, the human touch. The most glaring pain point? The human hand-off problem. Nearly half of consumers (47%) said their top frustration is being unable to reach a live agent when automated systems fail to resolve their issue. Executives admitted it’s also the number-one complaint they receive about AI-enabled service.

Personalization: From Promise to Problem

Brands tout personalization as a top AI selling point, yet consumers aren’t convinced:

• 30% said personalization made their experience worse.

• 26% said it improved it.

The culprit is partly regulatory. 65% of executives say privacy rules limit their ability to use AI for personalization, and 54% of consumers report declining trust in brands to handle personal data responsibly. That creates a paradox—brands have the tools to tailor experiences, but not the trust or legal leeway to fully deliver.

AI That Works: Blending Tech and Humanity

Verizon’s report makes the case for AI as a support tool for human agents rather than a replacement.

Case in point: Exelon

• Proactive Outreach: During COVID-19 lockdowns, the energy utility used AI and predictive analytics to identify middle-income households likely to struggle with bills, then offered personalized assistance programs.

• AI-Assisted Agents: Today, Exelon is piloting generative AI to help service reps retrieve relevant data, summarize calls, and handle inquiries faster—reducing workload without removing the human connection.

These examples show AI’s potential when it’s deployed to anticipate needs, empower employees, and respect customer privacy.

The Market Signal

For enterprises, the implication is straightforward:
The winning CX model pairs AI’s speed with humanity’s warmth.
As Daniel Lawson, SVP at Verizon Business, puts it:

“The future of CX isn't about AI replacing humans; it's about using AI to make human interactions better.”

That means equal investment in both automation and human training, ensuring customers never feel trapped in an algorithmic loop.

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Calcium+Company is giving its fast-growing PR division a bigger stage—and a prime Manhattan address.
The health communications group today announced the opening of a dedicated New York City office for PRotein, its public relations arm focused on biotech, pharma, and consumer health.

Launched in 2023, PRotein has delivered double-digit growth in just two years, fueled by demand for bold, insight-driven campaigns in an increasingly competitive healthcare communications market. The new space signals both operational scaling and a bet that specialized, industry-savvy PR will remain in high demand.

Building on Momentum

CEO Judy Capano frames the expansion as part of the agency’s long-term vision:

“The growth of PRotein—and now, its own dedicated space—reflects our deep commitment to nourishing both our team and our clients through creativity, collaboration, and purpose-driven storytelling.”

Greg Lewis, Ca+Co Group President, says the new office will give PRotein the room to “push boundaries” and deliver measurable results for clients.

More Than Traditional PR

PRotein isn’t just pitching media—it’s positioning itself as a creative thought partner for biotech and healthcare brands navigating complex regulatory, scientific, and market landscapes.

Stacey Gandler, Managing Director of PRotein and Brand Ideation, notes that clients are looking for “entrepreneurial mindset plus deep sector expertise.”

“With this expansion, we’re doubling down on that vision and giving our team the space to grow, experiment, and lead the next chapter of breakthrough storytelling in healthcare,” Gandler said.

Industry Context

The move comes as healthcare PR agencies are experiencing heightened demand for specialized expertise, particularly in biotech and pharmaceutical sectors where scientific accuracy and regulatory compliance meet brand storytelling.
Rivals like Evoke, Real Chemistry, and Syneos Health have also expanded creative and PR capabilities in recent years to meet similar market needs.

For Calcium+Company, the NYC expansion keeps it competitive in a talent-rich hub while maintaining what Capano calls the “boutique attention” that differentiates the agency from larger networks.

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In the race to dominate the next era of Social Intelligence, Sprout Social is arming brands with new capabilities to spot, analyze, and act on trends faster than ever.

The Chicago-based social media management platform today rolled out TikTok Listening, Bluesky publishing and reporting, and a suite of creator collaboration tools, along with tighter integrations with Canva, Adobe Express, and Salesforce.

It’s a feature drop that reflects a simple truth: social media isn’t just about conversations anymore—it’s where buying decisions get made.

With audiences spending more time discovering products on TikTok and testing new waters on Bluesky, brands need tools that go beyond scheduling posts. They need early detection for viral trends, insight into customer sentiment, and seamless collaboration across creative and marketing teams.

“Social is no longer just where conversations happen—it’s where buying decisions are made, brand perceptions are shaped, and loyalty is earned,” said Josh Bean, VP of Product Marketing at Sprout. “Our latest releases empower brands to lead that shift.”

Key New Features

• Bluesky Publishing & Reporting: Create, schedule, and track performance on the decentralized network’s growing community hubs.

• TikTok Listening: Capture real-time sentiment, trending topics, and brand perception data from one of the fastest-moving platforms on the planet.

• Instagram Partnership Ads & Influencer Workspaces: Manage creator campaigns and paid partnerships from one dashboard.

• Adobe Express + Canva Publishing: Push polished creative assets straight into Sprout without download-and-upload hassle.

• Salesforce Digital Engagement Integration: Combine social messaging with customer service channels for unified support.

• LinkedIn Personal Profile Metrics & Document Publishing: Boost executive thought leadership strategies with deeper analytics.

The move is part of a wider industry push toward social as a primary sales and intelligence channel. Rival platforms like Hootsuite and Brandwatch have also beefed up their listening and influencer marketing features, but Sprout’s latest update takes a direct swing at the growing TikTok analytics demand—an area still underserved by many enterprise tools.

For organizations like United Way Worldwide, which runs social-first campaigns to connect awareness with action, these tools offer not just better insights, but tighter alignment between creative, content, and customer engagement.

“Sprout helps us bring our integrated strategy to life,” said Megan Cottongim, Director of Social Media at United Way Worldwide. “It makes it easy to collaborate, stay consistent, and use real-time insights to create experiences that feel seamless, intentional, and human.”

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When it comes to accessibility, “good enough” isn’t good enough anymore—especially for organizations serving people who depend on it most. That’s why Motability Operations, the UK-based company behind the Motability Scheme, has chosen AudioEye as its new digital accessibility partner.

AudioEye (Nasdaq: AEYE), known for blending automation with human expertise, will help the organization raise the accessibility and compliance standards of its websites and digital platforms. The timing is strategic: Motability Operations is preparing to launch a refreshed website, and accessibility will be baked in from day one.

Automation Meets Human Oversight

While the market is full of “quick fix” accessibility widgets, AudioEye’s approach combines industry-leading automation with hands-on testing and tailored fixes from accessibility professionals. That’s what clinched the deal for Motability Operations after evaluating several providers.

The organization needs a platform that can scale, adapt to changing regulations, and still meet the nuanced needs of its audience—many of whom rely on accessible tech to navigate essential services.

The Motability Scheme isn’t just a convenience—it’s a lifeline. It enables people receiving a qualifying disability allowance to access affordable, accessible vehicles, keeping them connected to work, healthcare, education, and community life.

According to Motability Operations, the program’s impact is measurable:

• Two extra working days per week on average for Scheme users

• £1.50 in economic benefit for every £1 of disability allowance spent

• 34,000 UK jobs supported directly or indirectly

In that context, digital accessibility becomes more than a compliance checkbox—it’s part of the infrastructure of economic participation and social inclusion.

Raising the Bar in a Shifting Landscape

Accessibility standards and expectations have been tightening globally. In the UK, the Public Sector Bodies Accessibility Regulations (and similar laws elsewhere) are pushing organizations to meet WCAG standards. Meanwhile, lawsuits over inaccessible websites continue to rise in the US, making accessibility a priority in corporate digital strategies.

By partnering with AudioEye, Motability Operations is signaling it’s not just reacting to regulations—it’s future-proofing its digital presence.

“Accessibility is embedded in their mission,” said AudioEye CEO David Moradi. “We’re proud to support them in delivering experiences that evolve with their customers’ needs.”

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Hyperlink InfoSystem, best known for its global mobile app and web development services, is making a fresh play for businesses seeking secure, high-performing, and scalable Laravel applications. The company is doubling down on its Laravel development arm, offering startups, SMEs, and large enterprises the option to hire dedicated Laravel developers to power everything from eCommerce platforms to enterprise-grade apps.

Laravel — a PHP framework celebrated for its clean syntax and developer-friendly architecture — isn’t new to the market, but its adoption has been climbing steadily thanks to its ability to blend speed, security, and scalability. Hyperlink InfoSystem sees this as fertile ground for growth, packaging its decade-long expertise into a service offering designed to help clients accelerate digital transformation without sacrificing stability.

“Laravel’s versatility and built-in features allow us to deliver web solutions that are not just functional but future-ready,” said Harnil Oza, CEO of Hyperlink InfoSystem.

From APIs to SaaS: Laravel Without Limits

Hyperlink InfoSystem’s Laravel development services span a wide spectrum:

• Enterprise-grade platforms with clean code architecture.

• API development to seamlessly integrate systems.

• Custom SaaS products built to scale with demand.

• ECommerce solutions optimized for high-traffic performance.

What sets the company apart isn’t just code quality, but an agile delivery model and flexible hiring options — meaning businesses can quickly scale development capacity without the headaches of full-time staffing.

Proven Track Record Across Industries

The company claims a strong portfolio of Laravel-based solutions across healthcare, finance, retail, and logistics. With each project, the focus is on optimized performance, airtight security, and seamless integration with existing systems.

Hyperlink InfoSystem’s pitch is simple: Laravel is mature enough to handle the demands of modern enterprise, but only if paired with seasoned developers who know how to unlock its potential.

Market Context: Laravel’s Rising Role in Web Dev

While JavaScript frameworks like React and Node.js dominate developer chatter, Laravel has carved out a solid niche, particularly for businesses looking for rapid deployment with long-term maintainability. Its built-in authentication, caching, and routing tools make it a go-to for secure, high-performance builds — something enterprise IT decision-makers increasingly demand.

Hyperlink InfoSystem is positioning itself not just as a Laravel vendor, but as a strategic partner that can deliver both the code and the scalability needed to compete in fast-moving markets.

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C3 AI, a leader in enterprise AI application software, has unveiled the C3 AI Strategic Integrator Program, granting partners access to its C3 Agentic AI Platform — enabling them to build enterprise AI applications up to 100x faster than traditional development methods. For the first time, partners can license the platform, create complex AI solutions, and resell them to their customers while retaining full IP rights for their custom extensions, models, and capabilities.

The program includes resources such as the C3 AI developer community, C3 AI Academy training, agentic coding assistance, expert support, and joint go-to-market opportunities.

Thomas M. Siebel, Chairman and CEO of C3 AI, positioned the move as a major growth lever for the company:

“We’re licensing our most valuable asset to trusted partners. This program will be a force multiplier for organizations leading AI-driven digital transformation in their industries.”

Early Partner Line-Up

• Fractal — Plans to extend its AI solutions for the CPG sector using C3 AI’s platform to accelerate time-to-value.

• SMX — Will create AI applications for government and regulated industries meeting FedRAMP High and DoD Impact Level 4–6 standards.

• Groundswell — Aims to fast-track AI adoption in government, focusing on supply chain resilience, workforce efficiency, and secure decision-making.

Partner executives stressed the platform’s role in combining cutting-edge AI capabilities with stringent security compliance — a critical need for industries where mission outcomes and trust are paramount.

By licensing its Agentic AI Platform, C3 AI is expanding its ecosystem, enabling faster deployment of tailored AI applications, and positioning itself as a central technology provider in mission-critical digital transformation projects.

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Persado, a leader in AI-driven content compliance and performance solutions, will spotlight its latest innovation, Marketing Compliance AI, at FinovateFall 2025 in New York City. President and Co-founder Assaf Baciu will join executives from Ally Financial, Cornerstone Advisors, TRAC.vc, and Wells Fargo in a “Power Panel” discussion on harnessing AI, GenAI, and Agentic AI for financial services.

Persado’s Marketing Compliance AI blends MarTech and RegTech to automate the creation of compliant, high-performing customer communications. The solution identifies regulatory risks, accelerates legal reviews by 90%, and shortens campaign cycles by 80%, enabling banks and credit unions to get to market faster and more efficiently.

The product is also a finalist for The Finovate Awards, which celebrate groundbreaking fintech innovations. Winners will be announced on September 9 during the conference.

The panel, moderated by Alloy Labs CEO Jason Henrichs, will explore the most impactful AI opportunities for financial institutions, strategies for responsible AI deployment, and why now is the moment to lean into AI.

Eight of the 10 largest U.S. banks already use Persado’s platform to deliver compliant, personalized content across email, web, SMS, social media, and more — from customer acquisition to loyalty campaigns.

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Dynamic channel leader to energise Zebra’s partner ecosystem and ignite regional innovation

MELBOURNE, Australia – Aug. 13, 2025 – Zebra Technologies Corporation (NASDAQ: ZBRA), a global leader in digitising and automating frontline workflows, today announced the appointment of Richard Tjiputra as Head of Channels, Australia and New Zealand.

 “We are delighted to appoint Richard as Head of Channels for Australia and New Zealand,” said Tom Christodoulou, Sales Vice President for Australia, New Zealand, and India Sub-Continent. “Richard brings a contagious energy and passion for innovation, backed by deep channel expertise and a proven ability to spark transformative partnerships. His dynamic leadership will energise our partner ecosystem and accelerate the adoption of advanced technologies – such as RFID, machine vision, and next-generation automation – fuelling growth and unlocking new opportunities for our partners and customers.”

 Tjiputra has over 20 years of sales and channel management experience across the retail, transport & logistics, healthcare, and government sectors. Based in Sydney, he will focus on strengthening Zebra’s channel partnerships and driving regional growth.

 “I am honoured to take on this role and continue working with Zebra’s talented channel partners across Australia and New Zealand,” said Tjiputra. “I look forward to deepening our partnerships, driving strategic growth, and delivering innovative solutions that help our customers digitise and optimise their operations. Together with our partners, I am excited to further enable a connected frontline, improve asset visibility, and advance intelligent automation—building on Zebra’s strong foundation and contributing to the ongoing success of our customers in the region.”

 Tjiputra has been with Zebra for more than a decade, advancing through various channel development and sales leadership roles. He previously worked as a Sales Account Manager at Motorola Solutions and holds a Bachelor of Commerce in Business and Accounting from the University of Tarumanagara.

 KEY TAKEAWAYS 

• Zebra appoints Richard Tjiputra to lead channels in Australia and New Zealand, leveraging his over 20 years of expertise to boost partnerships and growth.
• Tjiputra aims to drive innovation by promoting advanced solutions like RFID, machine vision, and automation.
• With over a decade at Zebra and prior Motorola experience, Tjiputra brings proven channel leadership to the role.

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