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.
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.
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.
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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.
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.
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.
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.
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.
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.
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.
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%.
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.
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.
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.
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.
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.
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.
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.
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