Quiq

10/13/2026

Digital transformation fails when it's treated as a technology project instead of a customer project.

Panasonic Europe understood this distinction.

Their transformation strategy wasn't built around adopting the newest tools. It was built around three human anchors: success, effort, and emotion — the factors that actually drive brand advocacy.

From there, the technology choices became clear:

→ WhatsApp, because customers were already there
→ In-chat surveys, because friction kills feedback
→ Live translation, because language shouldn't be a barrier to great service
→ Centralized reporting, because visibility enables better decisions

NPS is their north star KPI — not platform adoption rates or ticket closure times.
When your transformation starts with the customer outcome you want to create, the right tools tend to follow.

What's the north star metric driving your CX transformation?

10/02/2026

Roku didn't just improve customer service. They changed how customers choose to reach out.

After introducing agentic AI, chat interactions jumped from 30% to 43% of total contacts — a 33% increase. Meanwhile, phone contacts dropped from 70% to 57%.

This isn't a coincidence. When digital self-service actually works — when it's fast, personalized, and doesn't dead-end — customers prefer it. And the ripple effect is significant: agents can now handle multiple chats simultaneously, dramatically improving efficiency without adding headcount.

The lesson for CX leaders: the right AI doesn't just deflect volume. It reshapes customer behavior in ways that scale.

What channel shifts are you seeing in your own CX operations?

📖 Read the case study:

Explore key takeaways from Roku’s success with agentic AI, including real use cases, analytics, and a hybrid approach to CX innovation.

09/23/2026

The best customer service interaction is the one the customer controls.

That's the philosophy behind Brinks Home's transformation — and Philip Kolterman said it plainly: "Customers should feel empowered every step of the way, whether troubleshooting sensors or confirming payments they just texted in."

It's a subtle but important distinction. Helped implies the company did something for you.

Empowered means you did it yourself — troubleshooting a sensor, confirming a payment you just texted in — faster, on your own schedule, without waiting on hold.

That shift in mindset changes everything about how you design a CX program:

→ You build tools that inform, not just resolve
→ You create channels that work on the customer's timeline, not yours
→ You measure success by how little customers need you, not how much they praise you

Brinks Home went from 12% to 60% digital transactions in three years. That's not just an operational win. It's proof that customers, given the right tools, will choose to help themselves.
The goal isn't to be a great support team. It's to make your customers feel capable.

09/10/2026

Hotel staff are stretched thin. You can't hire agents to answer pre-booking questions around the clock — but you also can't afford to lose bookings because no one was available at 11pm on a Sunday.

Accor Group solved this with an always-on AI assistant across its Rixos properties, and the results speak for themselves:

📈 CSAT jumped from 67% to 89%
🕐 Available 24/7
🏨 Deployed across 4 properties without overburdening hotel staff

The key insight? The assistant didn't just deflect queries — it delighted guests. By combining LLM-generated responses with rich, predefined content like image carousels and booking links, it delivered a genuinely 5-star digital experience.

AI done right doesn't replace your people. It extends them.

Get the full Accor case study: https://ow.ly/WMGn50YnlcG

Learn how this Global Hotel Group increases booking conversion with connected conversations by partnering with Quiq.

07/02/2026

What if AI on your website could double the number of visitors clicking "Book Now"?

That's exactly what happened when Accor Group deployed an AI assistant across four of its Rixos properties.

By using LLMs to measure and understand customer intent, Quiq helped Accor identify a direct link between quality AI conversations and booking click-outs — achieving a 2x increase in intent-to-book.

Here's what's often overlooked: a guest who gets a confident, helpful answer about amenities, room types, or activities is a guest who no longer has a reason to hesitate.

Friction removed = conversion unlocked.

This is the new conversion funnel for hotels: Awareness → Question → Confident Answer → Booking.

Is your AI assistant equipped to close that loop?

06/29/2026

The #1 customer service question in retail is: "Where is my order?"

Industry folks call it WISMO — and it eats up an enormous share of support agent time, despite being completely predictable and entirely resolvable without a human.

This is exactly where conversational AI changes the game for retailers.

Not by pointing customers to a FAQ page. But by actually *resolving* the issue — pulling live order data, updating a shipping address, initiating a return — all within the same conversation, across whatever channel the customer is on.

The retailers winning on CX right now are going beyond automation to deliver the kind of seamless, context-aware experience that used to require a full team of skilled associates.

We broke down 8 specific ways conversational AI is being deployed across the retail customer journey — from personalized product discovery to proactive post-purchase outreach. Highly recommend if you're in retail, CX, or digital transformation.

🔗 https://bit.ly/3QuGpei

Key Takeaways In this article, I’ll walk you through exactly how conversational AI in retail is transforming the customer experience — from instant support and personalized product discovery to proactive post-purchase support. Whether you’re evaluating AI for the first time or looking to expan...

06/25/2026

What happens when your fastest-growing channel is also your most efficient? 📈

For IHG Hotels & Resorts, the shift from voice to messaging wasn't just about modernizing—it was about meeting a massive, global demand for convenience.

Carter Calle, Director of Messaging at IHG, highlights how the "Messaging First" strategy is paying off:

"I don't know of another way to establish an IHG branded beachhead on someone's device than to start with a conversation coming from Search. People would kill to have that. It makes it so easy to find conversations...this is another reason I think we'll continue to see growth in the channel: because we'll see a lot more repeat utilization now that we've made it easy for the customers to find it."

By using Quiq to scale across RCS, Apple Messaging, and WhatsApp, IHG is handling more volume with higher guest satisfaction, proving that great CX and operational efficiency go hand-in-hand.

Watch the full clip: https://www.youtube.com/watch?v=vniuAfI0Azs

06/24/2026

Hot take: your AI's tone drift is a governance problem.

Without strict brand voice guidelines baked into the system, generative AI drifts. One conversation, it sounds like your best agent. The next, it sounds like nobody you'd ever hire.

At scale, that inconsistency quietly erodes brand trust.

The fix comes down to treating voice governance like compliance — because at enterprise scale, it basically is.

🔗

Key takeaways Conversational AI design is the practice of shaping how people and AI systems talk to each other. It blends psychology, UX, and linguistics to create chatbots and voice agents that feel natural rather than robotic. The discipline focuses on intent recognition, consistent persona, and c...

06/19/2026

Why the world’s biggest hotel brands are retiring the "hold" button.

"RCS is quickly becoming our fastest-growing channel." — Carter Calle, Director of Messaging at IHG Hotels & Resorts.

By shifting from traditional IVR and phone calls to a messaging-first strategy powered by Quiq, IHG is meeting guests on their terms. The result? Lower friction, higher engagement, and a scalable global support model that works across RCS, Apple Messaging, and WhatsApp.

Watch how IHG is redefining guest engagement: 🔗 https://www.youtube.com/watch?v=DfTm5jLNsDY

06/17/2026

A policyholder starts a claim on the website, switches to SMS because they're heading out, then calls in later to follow up. Three channels. One conversation or three separate ones, depending on the platform.

Most insurers are running the three-separate-conversations version. The policyholder repeats their story each time, the agent has no record of what's already been discussed, and the whole interaction takes longer than it should.

Carriers building toward a single continuous conversation, where context carries across channels and from AI to human agent, are solving a problem that has less to do with AI capability than with how their systems talk to each other. The AI needs access to the same interaction history regardless of where the conversation is happening.

There's a full breakdown of how insurers are approaching this, along with the other top use cases in 2026, at the link below.

https://bit.ly/3QlIjhr