Since its inception in 2017, SNÖ Liberty Hotels has evolved into a leading specialty hotel chain in Spain, but its initial portfolio of independent hotels faced challenges like fragmented systems and manual processes. To address these issues, the company implemented Microsoft Dynamics 365 Business Central as a core part of a unified hotel management system. This integration led to significant operational improvements, reducing administrative costs by 20% and stock shortages by 25%.

One of the standout features is an AI-driven agent, developed using Copilot Studio. This agent enables remote check-in and concierge services, reducing check-in times by over 30% and lifting upselling revenue by 10%. Customers now enjoy 24/7 remote check-in capabilities, allowing them to streamline their arrival process seamlessly. The agent also serves as a virtual concierge, providing personalized recommendations for services like ski passes, local dining, and more.

SNÖ Hotels utilized Suitech's property management system and integrated it with various tools to enhance guest experiences. Automated workflows for invoice approvals and bank reconciliations have drastically reduced monthly closing tasks by over half. The finance team can now focus on strategic analysis rather than manual entries, thanks to real-time data consolidation.

With the flexibility of the Business Central framework, SNÖ Hotels plans to introduce additional AI capabilities for back-office management, enhancing operational efficiency even further. As highlighted by HR manager Julio Arevalo, the integration of these technologies is not only saving time but also contributing to a more memorable experience for both employees and guests. This innovative approach has positioned SNÖ Liberty Hotels for continuous growth and excellence in the hospitality industry.

Locobuzz has revolutionized customer experience with its AI-powered omnichannel platform, achieving an impressive 80% reduction in customer response time and a 40% decrease in operational costs. By unifying customer interactions across various platforms like social media, chat, and web, Locobuzz enables brands, especially in banking, retail, telecom, and aviation, to deliver faster and more relevant responses to users.

Originally reliant on traditional infrastructure, Locobuzz faced challenges in handling real-time social analytics and unpredictable traffic spikes. Transitioning to AWS six years ago, the company adopted a fully cloud-native architecture, leveraging Amazon Elastic Kubernetes Service and Amazon OpenSearch Service for on-demand scalability and real-time sentiment analysis. This transition has ensured consistent low latency and near-zero downtime, even during peak traffic.

Incorporating artificial intelligence into its processes, Locobuzz utilizes AI for summarizing user tickets and providing agents with intuitive support through AI copilots. By employing models like Amazon Nova and Anthropic Claude Sonnet, the platform delivers automated, contextual responses that enhance both speed of service and customer satisfaction.

The direct benefits of Locobuzz's innovations include not just faster engagement but also actionable insights for teams in real time, allowing brands to maintain relevance in their customer interactions. The seamless integration of AI positions Locobuzz as a leader in intelligent, real-time customer experience, ultimately setting a new standard for engagement in the industry. With programs like AWS Activate, emerging startups can also access cutting-edge AI tools and scalable infrastructure, paving the way for future growth and innovation.

Zoom has announced the launch of AI Companion 3.0, a major step in its AI transformation strategy. This product, unveiled at Zoomtopia 2025, enhances workflow assistance during meetings and chats, providing real-time support that allows users to work smarter and faster.

AI Companion 3.0 introduces several practical applications that benefit both individual users and enterprise customers. For instance, the tool enables the creation of customizable AI agents to streamline routine workflows. Users can automate tasks easily, leveraging capabilities like Agentic Retrieval, which taps into data from Zoom and third-party apps such as Gmail and Outlook. This centralization of information helps quickly address user queries without manual intervention.

Moreover, the update includes a post-meeting follow-up feature that identifies next steps and generates email drafts, facilitating faster team collaboration. The Daily Reflection Report summarizes interactions and highlights upcoming priorities, ensuring users stay on track. It also offers an Agentic Writing Mode, helping users draft and refine documents by pulling in relevant data from meetings.

Zoom AI Companion can also transform customer engagement with its ability to analyze interactions across various communication channels. By providing teams with up-to-date information, it enhances customer support and helps teams prepare for calls with tailored data summaries. Additionally, features like document exporting to Zoom Docs promote collaborative strategies through shared tools and version history.

Zoom remains committed to ensuring user safety, encrypting data during transfers and adhering to strict privacy practices. This focus on accessibility and efficiency is crucial for businesses looking to enhance productivity, making AI Companion 3.0 an essential tool for modern work environments.

As the need for speed, visibility, and convenience continues to rise, customer experience (CX) has become a crucial differentiator in today’s market. Companies across the supply chain are increasingly prioritizing CX, driven by shifting tariffs, global disruptions, and elevated customer expectations. Kent Williams from Averitt emphasizes that an effective CX strategy is essential for staying competitive.

To enhance CX, supply chain leaders can adopt several concrete approaches:

1. Embed CX in Core Mission: Organizations like Cardinal Health OptiFreight prioritize customer feedback in their logistics strategies. By employing an agile development approach and actively listening to clients, they can address emerging challenges quickly.

2. Emulate Amazon: Achieving an "Amazon-like" visibility is crucial. For instance, the Louisville & Indiana Railroad has introduced a new transportation platform that enhances shipment tracking, offering customers clear insights into their deliveries.

3. Adjust Offerings Based on Feedback: Self-service tools such as FACTSPay from Carrier Logistics streamline the payment process, catering to shippers’ demand for convenience. Digital platforms like 123Loadboard continuously improve based on user input, making experiences more intuitive and effective.

4. Leverage Technology for Human-Centric Service: DHL Group has partnered with AI startup HappyRobot to enhance its CX by automating routine communications. This allows for timely, consistent interactions while freeing employees to deliver personalized services.

Overall, a customer-centric supply chain focuses on understanding customer needs, enhancing operational efficiencies, and using technology to deliver swift and reliable service, ultimately creating a competitive advantage in an evolving market.