# Insights on CX, AI, and Operations Case studies, guides, product updates, and thought leadership from the Tactful AI team. ## Case Study: Tactful AI x ELARABY in KPMG UK Customer Experience Excellence Report 2025/26 Tactful AI and ELARABY Group featured in the KPMG UK Customer Experience Excellence Report 2025/26 as a case study by the University of Cambridge, demonstrating dramatic improvements in first contact resolution, response time, and customer satisfaction. 1 min read November 2025 [Read More](/content/blog/case-study-tactful-ai-and-elaraby-group-in-kpmg-customer-experience-report-by-university-of-cambridge/index.html) ## How ELARABY Group Turned 1 Million+ Conversations into 8 Figures in Digital Sales Case study on how ELARABY Group partnered with Tactful AI to unify 19 social channels, achieve 100% response rate, 61% faster response time, and recover 20% of abandoned orders, generating 8 figures in incremental online sales. 1 min read June 2025 [Read More](/content/blog/elaraby-group/index.html) ## Retail Giant Sees Customer Retention Soar 60% & Productivity Skyrocket How Elaraby, a Middle Eastern industrial and retail powerhouse, partnered with Tactful Engage to achieve 60% customer retention improvement, 250% conversion increase, and 3x agent productivity gains. 2 min read March 2024 [Read More](/content/blog/retail-giant-sees-customer-retention-soars/index.html) ## All articles 1. **A Step-by-Step Framework for Adopting Conversational AI in Retail & Ecommerce** A comprehensive guide walking retail and ecommerce businesses through adopting conversational AI, covering the Engage-Analyse-Optimise framework, balancing AI with human agents, quick automation wins, and common pitfalls to avoid. 12 min read [Read More](/content/blog/framework-conversational-ai-in-retail/index.html) 2. **How Customer Conversations Can Shape Scalable AI in Customer Experience** CEO Mohamed Elmasry explores how real customer conversations serve as the foundation for building scalable AI in customer experience, covering unified inbox, conversational AI, no-code automation, and CX analytics. 9 min read [Read More](/content/blog/how-customer-conversations-can-shape-scalable-ai-in-customer-experience/index.html) 3. **Welcome to My Blog** CEO Mohamed Elmasry launches his blog exploring AI innovation, customer experience, engineering insights, and startup leadership at the intersection of deep tech and business. 1 min read [Read More](/content/blog/welcome-to-my-blog/index.html) 4. **Tactful AI November 2024 Product Updates** November 2024 platform enhancements including unified inbox improvements, supervisor tools, webhook automation, streamlined navigation, and user-requested changes for better agent and customer experiences. 1 min read [Read More](/content/blog/product-updates-nov2024/index.html) 5. **Exploring the Latest Conversational Contact Center Updates & Capabilities -- August 2024** August 2024 product update covering Azure AI Model Catalog integration, enhanced Facebook private messaging, new email composer, rich text webchat, and ready-made AI-powered personalization templates. 2 min read [Read More](/content/blog/product-updates-aug2024/index.html) 6. **10 Critical Reasons Why Legacy Contact Centres Hurt Your Business** An analysis of ten ways outdated legacy contact centre systems harm businesses through inefficiency, security risks, poor agent experience, and inability to leverage AI, automation, and modern integrations. 5 min read [Read More](/content/blog/how-legacy-contact-centres-are-hurting-your-business/index.html) 7. **13 Takeaways on Forrester Report: Generative AI is The Catalyst for Change in The Contact Center** Key takeaways from Forrester's report on how generative AI is transforming contact centers, covering knowledge management, agent workspaces, metrics revision, tech provider selection, pricing models, and AI-first strategy development. 2 min read [Read More](/content/blog/takeaways-forrester-report-generative-ai-contact-center/index.html) 8. **Boosting Sales with AI Chatbots: A Tactful AI Perspective** How AI chatbots boost sales through automating the sales cycle, upselling, cross-selling, reducing cart abandonment, and increasing customer loyalty, with stats showing chatbots can increase leads by 67%. 1 min read [Read More](/content/blog/boosting-sales-with-ai-chatbots-a-tactful-ai-perspective/index.html) 9. **The Value of AI Chatbots to Customer Service** Exploring how AI chatbots enhance customer service through personalized interactions, 24/7 availability, multilingual support, cost reduction, and data-driven insights while maintaining the balance with human agents. 1 min read [Read More](/content/blog/the-value-of-ai-chatbots-to-customer-service/index.html) 10. **Understanding Chatbots: Revolutionising Business Communication** A comprehensive explainer on chatbot technology, key terminology (API, AI, NLP, NLU, ML), business benefits, and the future of chatbots in business communication, noting the market is projected to reach $102.29 billion by 2026. 1 min read [Read More](/content/blog/understanding-chatbots-revolutionising-business-communication/index.html) 11. **The Value of Digital Omnichannel Engagement: Enhancing Loyalty and Boosting Revenue** An exploration of how digital omnichannel engagement strategies enhance customer loyalty and boost revenue through seamless cross-channel experiences, data-driven personalization, and AI-powered customer interactions. 1 min read [Read More](/content/blog/the-value-of-digital-omnichannel-engagement-enhancing-loyalty-and-boosting-revenue/index.html) 12. **9 Essential Tips for Excellent Customer Service** Nine actionable tips for delivering excellent customer service, covering patience, empathy, continuous learning, active listening, handling negative feedback, and the importance of follow-up after resolution. 1 min read [Read More](/content/blog/9-essential-tips-for-excellent-customer-service/index.html) 13. **Help Desk Software for Small Businesses** A guide for small businesses on adopting omnichannel help desk software, explaining the concept through a customer journey example and outlining four key benefits: brand image, channel variety, data consolidation, and cost savings. 2 min read [Read More](/content/blog/help-desk-software-for-small-businesses/index.html) 14. **4 Reasons to Adopt Omnichannel Communication** Four compelling reasons for businesses to adopt omnichannel communication: brand image promotion, multiple contact channels, consolidated data analysis, and cost savings with higher ROI. 1 min read [Read More](/content/blog/4-reasons-to-adopt-omnichannel-communication/index.html) 15. **6 Critical Differences Between Omnichannel & Multichannel** A breakdown of six critical differences between omnichannel and multichannel approaches covering definition, process, agents, focus, interactions, and channels, explaining why omnichannel delivers superior customer experiences. 1 min read [Read More](/content/blog/6-critical-differences-between-omnichannel-multichannel/index.html) ## From insights to action ### Reading about CX is good. Seeing 40–80% automation in your environment is better. Teams on Tactful process 130M+ engagements and improve CSAT by 40%. See it live with your data.