Core Insights - The future of customer experience (CX) is not solely about AI implementation but about strategically integrating AI to enhance human connections and address customer frustrations [1][2] - A significant gap exists between the internal benefits of AI for brands and the actual service experiences of consumers [1][2] Survey Findings - The report is based on a survey of 5,000 consumers and 500 senior executives across seven countries, highlighting a critical disconnect in CX perceptions [2][4] - 88% of consumers are satisfied with interactions handled by human agents, while only 60% feel the same about AI-driven interactions [6] - Nearly half of consumers (47%) cite the inability to speak with a live agent as their top frustration with automated interactions [6] Personalization and Privacy - Despite personalization being a key use case for AI, 30% of consumers feel it has worsened their experience, while only 26% believe it has improved it [6] - 65% of executives acknowledge that data privacy regulations limit their ability to utilize AI for personalization, contributing to a decline in consumer trust [6] Real-World Applications - Companies like Exelon demonstrate successful AI integration by using predictive analytics to proactively assist customers, enhancing appreciation and proving AI's potential in solving real-world issues [7] - AI is being utilized to support human agents rather than replace them, with Exelon piloting generative AI to improve call handling efficiency [7] Company Overview - Verizon generated revenues of $134.8 billion in 2024 and serves nearly all Fortune 500 companies, focusing on mobility, reliable connectivity, and security [5]

The core of this collaboration, driven by the integration of market-leading AI capabilities, lies in empowering businesses to move from reactive support to anticipatory and personalized customer interactions across all digital channels. Key industry-shaping components include: By partnering with Google Cloud, LivePerson is uniquely positioned to redefine enterprise customer experiences, enhancing its platform with unparalleled AI sophistication and solidifying its leadership in conversational AI and digital ...

Core Insights - TTEC Holdings, Inc. has announced that its founder and CEO, Kenneth Tuchman, will not pursue his previously announced proposal to acquire outstanding shares of the company due to market conditions [1] - The Board of Directors expresses full confidence in TTEC's leadership and its ability to thrive as a public company in the customer experience (CX) sector [2] - TTEC is set to release its Q2 2025 earnings results on August 7, 2025, followed by a live webcast and conference call on August 8, 2025 [2] Company Overview - TTEC Holdings, Inc. is a leading global innovator in customer experience (CX) technology and services, focusing on AI-enabled digital CX solutions [3] - The company provides outcome-based solutions that enhance customer interactions across various channels and improve the customer journey [3] - TTEC operates two main business segments: TTEC Digital, which focuses on omnichannel contact center technology and analytics, and TTEC Engage, which delivers AI-enabled customer engagement and support services [3] - Founded in 1982, TTEC has achieved high satisfaction scores from clients, customers, and employees globally, operating on six continents [3]

Group 1 - The FCC has adopted new regulations requiring text providers to develop a georouting system for text messages to the 988 Suicide & Crisis Lifeline, enhancing localized support for help seekers [1][3] - Mosaicx provides intelligent routing technology that supports both georouting and call routing, ensuring specialized crisis care for diverse communities, including veterans and Spanish speakers [2] - The decision by the FCC reflects a commitment to expanding communication options for individuals in crisis while maintaining the centralized structure of the 988 Lifeline [3] Group 2 - Mosaicx is an AI-native platform that automates interactions across various communication channels, enhancing customer and employee satisfaction [5] - The company has over 30 years of experience in delivering enterprise customer experience solutions and is part of WestCX, which is under the West Technology Group, LLC, managed by Apollo Global Management, Inc. [5]

Company Overview - TTEC Holdings, Inc. is a leading global innovator in customer experience (CX) technology and services, specializing in AI-enabled digital CX solutions [3] - The company serves both iconic and disruptive brands, providing outcome-based solutions that enhance the entire customer journey across various virtual interaction channels [3] - TTEC operates through two main business segments: TTEC Digital, which focuses on omnichannel contact center technology, CRM, AI, and analytics solutions, and TTEC Engage, which delivers AI-enabled customer engagement, acquisition, tech support, and fraud prevention services [3] Upcoming Earnings Release - TTEC will release its earnings results after market close on August 7, 2025, followed by a live webcast and conference call on August 8, 2025, at 8:30 a.m. ET [1][2] - A press release will be issued at the time of the earnings announcement, and a replay of the webcast will be available on the TTEC website for those unable to attend live [2]

Core Insights - Zenvia Inc. reported a strong revenue growth of 39.2% year-over-year, reaching BRL 295.9 million in Q1 2025, driven primarily by a 58.5% increase in CPaaS revenues [11][24][13] - The transition to Zenvia Customer Cloud is progressing as planned, with expectations for completion by year-end 2025, which is anticipated to enhance long-term performance [2][6] - General and administrative expenses (G&A) decreased by 24% year-over-year, resulting in G&A as a percentage of revenues improving to 8.0% [17][18] Financial Performance - Normalized EBITDA for Q1 2025 was BRL 20 million, down 15.1% from Q1 2024, attributed to lower gross profit from the CPaaS segment due to increased SMS costs [11][18] - Gross profit decreased by 23.7% year-over-year to BRL 61.7 million, with a gross margin of 20.8%, down 17.2 percentage points from the previous year [11][24] - Non-GAAP Adjusted Gross Profit reached BRL 74.2 million, a decline of 20.8% year-over-year, with a Non-GAAP Adjusted Gross Margin of 25.1% [11][31] Segment Analysis CPaaS Business - CPaaS revenues totaled BRL 215.2 million, reflecting a 58.5% increase year-over-year, although Non-GAAP Adjusted Gross Profit fell by 38.7% to BRL 30.8 million, resulting in a Non-GAAP Adjusted Gross Margin of 14.3% [10][13] - The growth in CPaaS was primarily driven by higher SMS volumes from large clients, which have lower margins [11][15] SaaS Business - SaaS revenues increased by 5.1% year-over-year to BRL 80.7 million, with a slight increase in gross profit to BRL 30.9 million, but the gross margin decreased to 38.2% [7][9] - The transition to Zenvia Customer Cloud is impacting SaaS margins, which are expected to improve as the business scales [9][16] Customer Metrics - Total active customers decreased to 10,462, down 21.1% year-over-year, with a notable decline in both SaaS and CPaaS customer bases [11][24] - Active customers in the SaaS segment were 5,668, down 20.6% year-over-year, while CPaaS active customers were 4,794, down 25.8% [10][11]

Summary of NICE 2025 Investor Day Company Overview - **Company**: NICE - **Event**: 2025 Investor Day - **Date**: June 17, 2025 Key Industry Insights - **Shift from CCaaS to AI-Powered Platforms**: Companies are transitioning from traditional CCaaS (Contact Center as a Service) to AI-driven platforms to enhance customer experience, moving from human interactions to AI-powered self-service solutions [12][16] - **Growth of Digital Interactions**: There is a significant increase in digital interactions, while voice calls remain stable, indicating a dual approach to customer engagement [28][29] - **Self-Service Resolution Gap**: Currently, only 14% of service issues are resolved through self-service, highlighting a substantial opportunity for AI to bridge this gap [19][20] Strategic Focus Areas - **Three Pillars of Strategy**: 1. **Market Dynamics**: Emphasis on the transition to AI platforms and the automation of workflows beyond just customer interactions [11][12] 2. **Innovation**: Introduction of new AI capabilities, including Empower Agents, which automate complex tasks and enhance customer service [10][88] 3. **Go-to-Market Strategy**: Leveraging partnerships and expanding internationally to capture a larger market share [46][49] Financial Highlights - **Non-GAAP Financials**: All numbers presented are non-GAAP, indicating a focus on adjusted financial metrics [6] - **Addressable Market Growth**: The technology spend in customer experience is expected to increase, providing a significant total addressable market (TAM) opportunity for NICE [32][54] Product Innovations - **CXone Empower**: A new platform that integrates AI capabilities, allowing for seamless automation of workflows and enhanced customer interactions [75][100] - **Empower Agents**: A new feature that enables the creation of AI agents capable of executing complex tasks, thereby improving operational efficiency [87][90] - **Knowledge Management**: Enhanced focus on knowledge management as a critical component of AI, ensuring that data is structured and accessible [64][84] Market Positioning - **Competitive Landscape**: NICE is well-positioned in a competitive market, with a strong emphasis on customer experience and a proven track record in AI integration [33][55] - **Partnership Ecosystem**: The company has established a robust ecosystem of partners, with 75% of new logos delivered through partnerships, indicating a collaborative approach to market expansion [48][49] Customer Engagement - **Customer Journey Examples**: Highlighted a case study of a global entertainment company that increased its annual recurring revenue (ARR) significantly by adopting NICE's AI solutions [51][53] - **Focus on Multi-Brand Organizations**: NICE's solutions are designed to support multi-brand organizations, allowing them to manage various brands on a single platform [66][67] Conclusion - **Future Outlook**: NICE is optimistic about its growth potential, driven by innovation in AI and a strategic focus on enhancing customer experience through technology [54][100]

Financial Data and Key Metrics Changes - For the first quarter of fiscal 2025, net sales were $687 million, down 8% year-over-year, with comparable sales down 7.8% [28] - Consolidated gross margin decreased by nearly 120 basis points to 43%, primarily due to increased markdowns [30] - Adjusted operating income was essentially breakeven compared to $14.7 million last year, with an adjusted net loss of $12.5 million versus a gain of $4.8 million last year [32] Business Line Data and Key Metrics Changes - U.S. Retail segment sales were down 7.7%, with comparable sales down 7.3%, affected by lower traffic [28][9] - Canadian Retail segment sales declined 2.9%, with comparable sales down 9.2%, reflecting similar consumer sentiment challenges as in the U.S. [10][28] - Brand Portfolio segment sales were down 7.9%, but operating income grew by over 30% due to expense efficiency measures [30][12] Market Data and Key Metrics Changes - The first quarter saw a decline in consumer sentiment, with February being the weakest month due to unfavorable weather [6] - DSW gained 10 basis points in athleisure footwear market share during Q1, indicating some market resilience [16] Company Strategy and Development Direction - The company is focusing on enhancing customer value, optimizing product assortments, and diversifying sourcing strategies to mitigate tariff impacts [20][21] - Plans to reestablish private label brands as margin drivers and invest in growth brands like Topo and Keds are ongoing [20][22] - The company is adapting to a volatile environment by implementing cost-cutting measures expected to save $20 million to $30 million in 2025 [8][31] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in navigating the current macroeconomic challenges while acknowledging increased uncertainty in consumer behavior [6][25] - The decision to withdraw forward-looking guidance was made due to the unpredictable environment and cautious consumer sentiment [25][34] Other Important Information - The company ended the quarter with total inventories up 0.5% year-over-year, maintaining flexibility to respond to demand [33] - Total debt outstanding was $522.9 million, with total liquidity at $171.5 million [33] Q&A Session Summary Question: Can you elaborate on the $20 million to $30 million in savings related to SG&A? - Management explained that the savings are due to a lack of bonus accrual this year and additional cuts implemented, resulting in a projected reduction in SG&A for the full year [36][38] Question: What are the expectations for the Canadian and brand portfolio performance? - Management noted that Canadian consumer sentiment mirrors that of the U.S., with Topo performing exceptionally well, growing 84% in the quarter [39][43] Question: What trends are observed in Q2 and the impact of tariffs? - Management indicated that Q2 trends are similar to Q1, with ongoing concerns about the indirect impact of tariffs on consumer sentiment [47][48] Question: How is the company planning for back-to-school and holiday inventory? - Management expressed cautious optimism for back-to-school, highlighting strong inventory management and a diversified sourcing strategy [58][60]

Financial Data and Key Metrics Changes - The company reported first quarter revenue of $8.8 billion, slightly below last year, with an adjusted operating income rate of 3.8%, flat year over year [6][36] - Adjusted diluted earnings per share decreased by 4% to $1.15, primarily due to lower investment income [36] - The gross profit rate improved by approximately 10 basis points to 23.4% compared to last year [36] Business Line Data and Key Metrics Changes - Comparable sales growth was driven by computing, mobile phones, and tablets, while there were declines in home theater, appliances, and drones, resulting in a domestic comparable sales decline of 0.7% [6][35] - The combined computing and tablet categories saw a 6% growth in comparable sales [6] - Domestic revenue decreased by 0.9% to $8.1 billion, with international revenue down 0.6% to $640 million [37] Market Data and Key Metrics Changes - The company noted that customer behavior remained resilient despite persistent inflation, with consumers being value-focused and thoughtful about big-ticket purchases [7][8] - Online sales grew year over year for the second consecutive quarter, accounting for nearly 32% of total domestic sales [6][7] Company Strategy and Development Direction - The company aims to strengthen its position as a leading omnichannel destination for technology while building new profit streams, including Best Buy Marketplace and Best Buy Ads [16][22] - Strategic priorities include improving omnichannel experiences, launching incremental profit streams, and driving operational effectiveness [16][27] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in navigating the current tariff environment and updated the annual outlook, lowering the full-year comparable sales range to down 1% to up 1% [15][41] - The company expects growth in computing and tablets driven by product replacement needs and ongoing innovation [31][92] Other Important Information - The company is actively mitigating tariff impacts through various strategies, including leveraging manufacturing flexibility and negotiating costs with vendors [12][52] - The company plans to maintain approximately 60 days of forward supply in inventory and feels good about inventory levels for the back-to-school season [14] Q&A Session Summary Question: Can you help us understand the changes in China sourcing? - Management noted that the percentage of product COGS from China has decreased to approximately 30-35% from 55%, with half of the China-sourced products subject to 20% tariffs [50][51] Question: Did you see any pull forward in demand? - Management indicated that while there may have been some pull forward in demand, it was difficult to quantify due to the Easter shift impacting sales [56][58] Question: How do you view consumer behavior in light of tariffs? - Management stated that consumers remain resilient but are making trade-offs in their spending due to inflation and higher prices [64][66] Question: What is the expected impact of the marketplace on margins? - Management expects the marketplace to have a positive impact on operating income and gross profit rates, particularly in the back half of the year [83][89]

Group 1 - Kalle Virtanen has been appointed as the Chief Operating Officer (COO) of Oma Savings Bank, starting on August 1, 2025 [1][2] - The COO role is newly established and will oversee retail and corporate banking support functions, focusing on operational efficiency and customer experience [2][4] - Virtanen brings over 25 years of experience in banking and finance, having previously led EY's Financial Services Law practice in Finland and worked at Nordea [3][4] Group 2 - The CEO of OmaSp, Karri Alameri, emphasized the importance of strengthening resources in regulatory compliance, risk management, and back-office functions, highlighting the need for experienced leadership [4] - OmaSp is a well-capitalized and profitable Finnish bank, serving over 200,000 customers through 48 branches and digital channels [6][7] - The bank aims to provide personal service and a premium customer experience, with a commitment to employee development and engagement [7]