Most IT leaders don’t wake up thinking about “digital transformation.” But they do think, every day, about the pieces of their employee service ecosystem that aren’t working. The ticket queue never clears. An approval sits stuck in someone’s inbox. One system won’t talk to another. Employees get frustrated because none of it feels as easy
Why employee experience is now an IT leadership imperative – not just an HR talking point. There is a conversation happening in boardrooms across South Africa’s largest corporations, and it sits squarely at the intersection of IT and human capital. It goes something like this: ‘Our people have better technology at home than they do
Here’s how Agentic AI streamlines workflows and improves customer outcomes across banking, insurance, and finance. Banking has always been an early adopter of technology. But that legacy has become a lead weight. Many financial institutions are still running on infrastructure built in the late 90s and early 2000s. While tools such as RPA bots and
AI agents in finance & banking: 12 proven use cases (2026) Read More »
Ethical conversational AI in customer engagement now sits on the frontline of customer interactions. From WhatsApp support and chatbots to automated onboarding and sales journeys, conversational AI is no longer experimental – it’s operational. And once AI represents your brand, ethics stop being theoretical. Much of the conversation around AI still focuses on speed, efficiency,
Ethical AI Isn’t Optional in Customer Engagement Read More »
Organisations today are under constant pressure to deliver faster, more consistent service – to both customers and employees – while managing growing workloads and limited resources. Manual processes, fragmented systems and high service volumes make this increasingly difficult. Conversational AI and digital workforce automation offer a way forward, but only when implemented with the right
Conversational AI & Digital Workforce Automation Read More »
While generative AI lowered the cost of creation, Agentic AI is lowering the cost of action. Generative AI took the world by storm in 2022. It could write, summarise, design, and converse with human-like fluency. Yet, despite its widespread adoption, enterprise productivity barely moved. In fact, McKinsey reports that while 78% of enterprises have deployed
Agentic AI vs Generative AI: Key differences enterprises need to know Read More »
AI isn’t just about efficiency – it’s rapidly becoming the cornerstone of resilient IT operations. Ivanti’s latest Digital Experience Report Series explores how AI is transforming IT Service Management (ITSM), helping organisations not only work smarter but also recover faster from disruptions. Why AI matters in ITSM IT teams face growing challenges: Operational bottlenecks: repetitive tasks
AI: The Future of ITSM Automation – From Efficiency to Resilience Read More »
Key Takeaways While most IT teams rate DEX as a “high priority,” only 23% currently practice advanced DEX strategies, such as comprehensive monitoring and performance tracking and automating DEX workflows. CIOs must translate tactical DEX KPIs such as Mean Time to Resolve (MTTR), automation rates, license recovery, and vendor savings into valuable business outcomes to
How to Measure the Business Impact of Digital Employee Experience (DEX) Read More »
Cape Town, South Africa – 09 September 2025 – The Think Tank Kore.ai partnership South Africa AI agents launch marks a new chapter in enterprise automation. Think Tank Software Solutions, a leading provider of IT Service Management (ITSM) solutions, has joined forces with Kore.ai, a global leader in enterprise AI, to deliver scalable AI agents
Think Tank Kore.ai Partnership South Africa AI Agents Read More »
Beyond Automation: How Conversational AI is Transforming Employee Experience Automation has long promised to simplify work. But when it comes to employee experience, not all automation is created equal. Rule-based workflows can handle repetitive tasks, but they often fall short of making support truly seamless and human-like. That’s why many organisations are turning to conversational
How Conversational AI Improves Employee Experience Read More »
