Latest news with #Brunet
Malaysian Reserve
23-07-2025
- Business
- Malaysian Reserve
Balancing Automation with Human Support Key to AI-Driven CX, Says Info-Tech Research Group
Newly released insights from Info-Tech Research Group reveal that over-relying on automation can erode customer trust. To help organizations implement AI without losing the human element, the global IT research and advisory firm has published a step-by-step resource for enhancing customer experience through strategic, outcome-driven AI implementation. TORONTO, July 23, 2025 /CNW/ – Rising service costs, disjointed customer journeys, and growing customer impatience are forcing many organizations to rethink how they scale personalization in customer experience. New research from global research and advisory firm Info-Tech Research Group shows that AI can be transformative for customer experience (CX) when used strategically and intentionally. The firm's studies suggest that meaningful improvements come from balancing automation with human support and aligning technology closely with desired customer outcomes. To support this approach, Info-Tech's recently published resource, Implement AI for Customer Experience, provides a comprehensive framework designed to help organizations improve both customer and employee experiences. Rather than pursuing automation for its own sake, the firm's industry experts encourage CX and IT leaders to use AI to anticipate customer needs, support staff with intelligent tools, and personalize service at scale while maintaining the human touch. 'AI presents an extraordinary opportunity to redefine how organizations connect with their customers, turning routine interactions into high-value experiences that drive loyalty and growth,' says Ryan Brunet, principal research director at Info-Tech Research Group. 'By leveraging advanced capabilities like predictive analytics, sentiment detection, hyperpersonalization, and embedding AI within their contact center, companies can anticipate customer needs, resolve issues proactively, and build lasting brand advocacy.' Info-Tech's insights highlight the challenges organizations face as they strive to balance cost-efficiency with customer satisfaction. The comprehensive resource details that relying too heavily on automation, such as call deflection and fast self-service, can result in shallow customer interactions that ultimately damage trust. To succeed in delivering meaningful, AI-powered customer experiences, the firm's research findings suggest CX and IT leaders track key performance indicators and user feedback in real-time, then refine AI capabilities regularly to stay aligned with shifting customer needs and strategic goals. Brunet, Info-Tech's AI expert and author of the blueprint, notes that 'while AI has the potential to reshape the CX, its success depends on tying efforts to meaningful customer outcomes and ensuring teams are fully prepared to support the transformation.' In its Implement AI for Customer Experience resource, Info-Tech outlines the key advantages of using AI to enhance CX within organizations: Operations Efficiency: Automated tools undertake repetitive tasks such as responding to common inquiries, routing service tickets, and flagging urgent cases. With faster access to relevant customer data, frontline teams can make quicker, more informed decisions. Business Growth: Behavioral analytics and intelligent personalization can reveal customer preferences and anticipate future needs. With these insights, organizations can deliver timely, personalized offers that strengthen retention and unlock new revenue through upselling and cross-selling. Customer Experience: AI systems tailor interactions based on customer history and context, which can enable instant support through chatbots or virtual agents. Faster resolutions and more relevant experiences help build long-term customer loyalty. Employee Experience: By using AI to handle repetitive tasks and deliver real-time insights, employees are able to focus on complex issues that require human judgment. This shift can reduce stress, boost engagement, and improve overall performance among staff. Risk and Resilience: With early issue detection and proactive responses, AI can help organizations manage disruptions, while data-backed strategies build adaptable, future-ready service models. 'The future is bright for CX leaders who fully embrace the transformative potential of AI,' explains Brunet. 'With the right strategic alignment, AI becomes more than a piece of the technology puzzle; it becomes the catalyst for deeper engagement, stronger loyalty, and sustainable growth.' For exclusive and timely commentary from Ryan Brunet, an expert in AI and data science applications, and access to the complete Implement AI for Customer Experience blueprint, please contact pr@ Info-Tech's Upcoming Webinar on AI Strategies for Customer Experience To further explore the strategies outlined in the new research, Info-Tech Research Group will host a webinar, Adapt to Uncertainty With an IT Resilience Plan, on August 6, 2025, at 1:00 p.m. EDT. This webinar will equip IT leaders with actionable strategies to improve customer experience outcomes using AI and propel their brand forward while building resilience in a rapidly changing landscape. About Info-Tech Research Group Info-Tech Research Group is one of the world's leading research and advisory firms, serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations. To learn more about Info-Tech's divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights. Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm's Media Insiders program. To gain access, contact pr@ For information about Info-Tech Research Group or to access the latest research, visit and connect via LinkedIn and X.
Cision Canada
23-07-2025
- Business
- Cision Canada
Balancing Automation with Human Support Key to AI-Driven CX, Says Info-Tech Research Group
Newly released insights from Info-Tech Research Group reveal that over-relying on automation can erode customer trust. To help organizations implement AI without losing the human element, the global IT research and advisory firm has published a step-by-step resource for enhancing customer experience through strategic, outcome-driven AI implementation. TORONTO, July 23, 2025 /CNW/ - Rising service costs, disjointed customer journeys, and growing customer impatience are forcing many organizations to rethink how they scale personalization in customer experience. New research from global research and advisory firm Info-Tech Research Group shows that AI can be transformative for customer experience (CX) when used strategically and intentionally. The firm's studies suggest that meaningful improvements come from balancing automation with human support and aligning technology closely with desired customer outcomes. To support this approach, Info-Tech's recently published resource, Implement AI for Customer Experience, provides a comprehensive framework designed to help organizations improve both customer and employee experiences. Rather than pursuing automation for its own sake, the firm's industry experts encourage CX and IT leaders to use AI to anticipate customer needs, support staff with intelligent tools, and personalize service at scale while maintaining the human touch. "AI presents an extraordinary opportunity to redefine how organizations connect with their customers, turning routine interactions into high-value experiences that drive loyalty and growth," says Ryan Brunet, principal research director at Info-Tech Research Group. "By leveraging advanced capabilities like predictive analytics, sentiment detection, hyperpersonalization, and embedding AI within their contact center, companies can anticipate customer needs, resolve issues proactively, and build lasting brand advocacy." Info-Tech's insights highlight the challenges organizations face as they strive to balance cost-efficiency with customer satisfaction. The comprehensive resource details that relying too heavily on automation, such as call deflection and fast self-service, can result in shallow customer interactions that ultimately damage trust. To succeed in delivering meaningful, AI-powered customer experiences, the firm's research findings suggest CX and IT leaders track key performance indicators and user feedback in real-time, then refine AI capabilities regularly to stay aligned with shifting customer needs and strategic goals. Brunet, Info-Tech's AI expert and author of the blueprint, notes that "while AI has the potential to reshape the CX, its success depends on tying efforts to meaningful customer outcomes and ensuring teams are fully prepared to support the transformation." In its Implement AI for Customer Experience resource, Info-Tech outlines the key advantages of using AI to enhance CX within organizations: Operations Efficiency: Automated tools undertake repetitive tasks such as responding to common inquiries, routing service tickets, and flagging urgent cases. With faster access to relevant customer data, frontline teams can make quicker, more informed decisions. Business Growth: Behavioral analytics and intelligent personalization can reveal customer preferences and anticipate future needs. With these insights, organizations can deliver timely, personalized offers that strengthen retention and unlock new revenue through upselling and cross-selling. Customer Experience: AI systems tailor interactions based on customer history and context, which can enable instant support through chatbots or virtual agents. Faster resolutions and more relevant experiences help build long-term customer loyalty. Employee Experience: By using AI to handle repetitive tasks and deliver real-time insights, employees are able to focus on complex issues that require human judgment. This shift can reduce stress, boost engagement, and improve overall performance among staff. Risk and Resilience: With early issue detection and proactive responses, AI can help organizations manage disruptions, while data-backed strategies build adaptable, future-ready service models. "The future is bright for CX leaders who fully embrace the transformative potential of AI," explains Brunet."With the right strategic alignment, AI becomes more than a piece of the technology puzzle; it becomes the catalyst for deeper engagement, stronger loyalty, and sustainable growth." For exclusive and timely commentary from Ryan Brunet, an expert in AI and data science applications, and access to the complete Implement AI for Customer Experience blueprint, please contact [email protected]. To further explore the strategies outlined in the new research, Info-Tech Research Group will host a webinar, Adapt to Uncertainty With an IT Resilience Plan, on August 6, 2025, at 1:00 p.m. EDT. This webinar will equip IT leaders with actionable strategies to improve customer experience outcomes using AI and propel their brand forward while building resilience in a rapidly changing landscape. About Info-Tech Research Group Info-Tech Research Group is one of the world's leading research and advisory firms, serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations. To learn more about Info-Tech's divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights. Media professionals can register for unrestricted access to research across IT, HR, and software and hundreds of industry analysts through the firm's Media Insiders program. To gain access, contact [email protected].
Yahoo
30-05-2025
- Business
- Yahoo
Impact of coastal erosion through Isle de Jean Charles Resettlement Project
NEW ORLEANS (WGNO) — Historically, a group of Biloxi-Chitimacha-Choctaw people has lived on the Isle de Jean Charles. Since 1955, the community has shrunk by 98% because of coastal erosion in Louisiana. Coastal erosion is accelerated during eventful and high impact storm seasons. Louisiana has the barrier islands of it's gulf coast. They, along with natural wetlands play a crucial role in protecting coastal communities from storms and erosion. Jefferson Parish officials discuss 2025 hurricane preparations 'My dad told me whenever he was a child, he'd be able to walk to a lake that was a little bit west of the island. He told me as a young man, he'd walk there without getting his feet wet. When I came along, as a kid, we was going by boat over there,' said resident of Isle de Jean Charles, Chris Brunet. The Isle de Jean Charles Resettlement Project was one of the first of it's kind to move an entire community due to climate change. Louisiana received $48.3 million from the U.S. Department of Housing and Urban Development, to relocate the families on the island. A total of 37 families moved off the island in the Isle de Jean Charles Resettlement Project. In the past, 300 families called the island home. '20 years ago, the Corps of Engineers and the Terrebonne Levy District said, it was going to cost $190 million to include us in the Hurricane Protection System. They said, for that much money, the island wasn't worth it. Us as a community, had to make the decision to live somewhere else because we were impacted by the environment. I now live 40 miles inland from where I was originally raised. Water is and will always be part of our lives. Everything about me and how I think comes from Isle de Jean Charles. This new place is nice but it's just a place I was relocated to,' explained Brunet. The Natural Resources Defense Council Estimates that by 2067, 1.2 million people are at risk of coastal flooding in of coastal erosion through Isle de Jean Charles Resettlement Project Pelicans Zion Williamson sued on rape allegations, additional charges Stephen Miller on report of Musk drug use: We're worried about drugs crossing the border Raceland man accused of attempted murder of kids after setting 'intentional fire' Labor Department suspends Job Corps centers operations, drawing bipartisan pushback Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
Yahoo
22-05-2025
- Yahoo
19-year-old man killed in Terrebonne Parish crash
TERREBONNE PARISH, La. (WGNO) — A 19-year-old man has been killed following a two-vehicle crash that happened in Terrebonne Parish in the early morning hours of Wednesday, May 21. According to the Louisiana State Police, troopers with Troop C began investigating the crash, which happened on Martin Luther King Boulevard near Corporate Drive, just before 2 a.m. Teacher accused of dropping cocaine at Lutcher school Investigators say a 2014 Toyota Avalon, driven by Brayden Brunet, of Houma, was heading north on Martin Luther King Boulevard at a high speed when, while going through a curve, he veered to the left and was hit on the passenger side by a 2024 Hyundai Sonata that was heading south. Brunet, although he was properly restrained, was fatally wounded and died on scene. The driver of the Hyundai was also properly restrained but sustained serious injuries and was taken to an out of area hospital. A standard toxicology sample was taken from both drivers for analysis as part of the ongoing much is in the state's checkbook? Some good news and uncertainty Shreveport police crackdown on squatters with operation blue Mom pleads for the public's help in finding her missing daughter Indianapolis Colts owner Jim Irsay dies at 65 'Fast-tracking' treatment plant not enough to fix sewage problem, border mayor says Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
Scottish Sun
17-05-2025
- Health
- Scottish Sun
Is your anxiety monster ruining your life? The 4 steps to beat it – and when you need professional help
Click to share on X/Twitter (Opens in new window) Click to share on Facebook (Opens in new window) FEEL like you're fighting a losing battle against anxious thoughts? Here's how to stop worrying and start living. 1 The anxiety hacks to stop worry in its tracks Credit: Vector Illustration Do you often find yourself tangled in a spiral of negative thoughts? Maybe you worry that you'll mess up a meeting at work that will ruin everything, or you overthink that joke you told at the pub into the early hours of the morning. Anxious thoughts are something we all experience – 37% of women report having high anxiety levels* – but if it affects daily life, it's a problem. The sliding scale of symptoms can range from racing thoughts to a pounding heart – or a full-blown panic attack. READ MORE ON ANXIETY REAL DEAL MAFS star back at her day job but co-works have left her 'riddled by anxiety' And yet, chances are, you've told yourself to 'stop being silly' when you've felt anxious – or maybe someone else has. 'Many patients come to me bewildered by their anxiety and feeling quite foolish about it, which disempowers them and leaves them feeling defeated and stuck,' NHS GP Dr Martin Brunet tells Fabulous. He is the author of Your Worry Makes Sense, which explores why anxiety is logical and how you can manage it. He adds: 'If you can understand anxiety, then you can be empowered, and if you're empowered, you can take small steps and get to a point where you're in control of your anxiety, rather than it being in control of you.' You should see your GP if you are concerned about the impact it is having on your life and if it is there most of the time. The Surprising Benefits of Swearing for Mental Health But there are some things you can do to help yourself, as Dr Brunet explains. . . What Is Anxiety? Anxiety is a normal bodily response that, from an evolutionary perspective, protects you from threat. It is part of the broader 'fight, flight or freeze' response that kicks in when you sense danger. The point at which it becomes excessive and persistent, rather than temporary, may be considered generalised anxiety disorder (GAD), which affects one in 25 people in the UK.** Dr Brunet likens anxiety to 'a faulty smoke alarm that goes off every time you use the toaster.' He explains: 'What we perceive as a threat can be impacted by conditioning, maybe from a past experience or how we've been brought up.' Other forms of anxiety disorder include social anxiety, agoraphobia and OCD. 'The false alarm in OCD might be a fear of contamination that can only be calmed by excessive cleaning,' he says. But the symptoms can prevent you from living a full life. 'I want to help people understand it makes perfect sense if you avoid the supermarket because you have panic attacks when you get there,' says Dr Brunet. 'What you need to know next is: 'What do I do now? How do I regain control and manage anxiety in my day-to-day life?' ' Stop thoughts spiralling The first step is understanding and acknowledging what is happening when you begin to feel anxious – your body is going into protective mode. The second step is to focus on the facts, rather than letting your imagination run wild. 'So, when you start panicking, instead of thinking: 'My body is falling apart and something terrible is going on,' think: 'My heart is racing and that is my healthy heart responding to adrenalin, because I'm anxious about such and such',' says Dr Brunet. 'It is about taking a step back, allowing the adrenalin in your body to drop a little bit and your breath to slow down, so you are not spiralling.' Rethink Your Language Your language reflects your mindset, and therefore, adapting it can prove empowering. Someone stuck in 'obey mode' to their anxiety often tells themselves 'I can't' or 'I have to' statements. Dr Brunet explains: 'It restricts their life, leaving them powerless.' Reframing your anxiety as a doubting disorder, for example, can be useful. 'Anxiety is best thought of as a problem with uncertainty or doubt,' says Dr Brunet. You might remind yourself: 'I find it difficult to deal with uncertainty and doubt.' He adds: 'You're acknowledging it's not what you want, and it's a challenge for you, but notably, you can work with that and move forwards.' Expand Your Comfort Zone Anxiety can be all-consuming, so Dr Brunet suggests approaching recovery like rehabilitation of a physical injury – slowly and kindly. He recommends drawing three large circles, one inside the other. The inner circle is the Comfort Zone. He says: 'Write down activities where anxiety might not be absent, but you do them freely because you enjoy them.' The outer circle is the No-Go Zone: 'Write down activities or situations anxiety currently stops you from doing, but you would be happy to never do. It reminds us that anxiety is normal.' This could include getting public transport, for example. The middle circle is the Expansion Zone: 'Write down activities or situations you can't do because of your anxiety, but would like to do.' For example, you would like to go to your friend's party, despite knowing few people. Work on expanding your Comfort Zone. 'Pick something you think you can realistically achieve and plan how you might start doing that thing in little steps,' says Dr Brunet. 'It might be going that bit further or doing something a bit longer each time, and then practise getting used to each step, tolerating and accepting the feeling of anxiety that you get when you do it.' Imagine Your Anxiety Monster It might sound absurd to put yourself in situations where you have to endure anxiety. So, imagine your anxiety as a goofy monster or an excitable puppy, and give it a name you find funny – in his book, Dr Brunet calls it Wilbur. 'You can't expect Wilbur to stay at home, so you acknowledge he will be with you as you go about your day,' he says. 'You're not going to fight him; you're not going to let him be the boss. You might even thank him for trying to keep you safe, but reassure him everything is OK. That way, he quietens down.' If this feels daft, it should do! 'Anxiety takes itself very seriously and there is power in the silliness,' says Dr Brunet. 'So, if thinking of your anxiety monster makes you smile, you are building new associations in the brain and changing your relationship with anxiety.' When Do I Need Professional Help? 'If it is something that's been going on for some time, or if you're finding it very difficult, then why try to manage on your own?' asks Dr Brunet. Visit your GP, who may prescribe medication or refer you for talking therapy if self-help hasn't worked. This is usually cognitive behavioural therapy (CBT), either alone with a therapist or in a group. The goal of CBT is to change unhelpful thought patterns or behaviours. You can self-refer for talking therapies on the NHS website. 'People often think anxiety has got to be really bad before you have therapy, or they don't think they need therapy yet,' he says. 'But it is not a question of whether you need it, it is a question of whether it would be helpful. Even a 15-minute chat with your GP can make a difference.'
