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Cyprus Central Bank Unveils Strategic Transformation Plan for 2025-2026

The Central Bank of Cyprus (CBC) has rolled out an ambitious 2025-2026 transformation strategy to bolster its role within the European financial landscape and adapt to modern economic, technological, and environmental challenges. Governor Christodoulos Patsalides emphasized the urgency of transformation, citing rapidly evolving global conditions and the need for the CBC to actively support both Cyprus and the broader European community.

The strategy introduces 76 targeted actions designed to foster long-term economic resilience and adaptability. Patsalides highlighted the need for a progressive approach that redefines the bank’s mission, strategic goals, and core values, envisioning a CBC that can meet the demands of today’s interconnected world.

Key Pillars of the CBC Strategy:

  1. Fix the Bank: This foundational pillar addresses internal reorganization, emphasizing a structure that enables robust risk management, strengthened internal controls, and improved operational continuity.
  2. Run the Bank: Focused on developing supervisory strategies, this pillar targets core responsibilities across the CBC, with initiatives to manage staffing, establish climate resilience frameworks, and set up a procurement division.
  3. Change the Bank: The final pillar aims at modernizing governance, advancing human resources, and leveraging IT innovation. It also plans to establish a Research and Policy Development Center, fostering deeper expertise and influence in the bank’s areas of responsibility.

Each action is assigned a project lead with clearly defined timelines. By the end of 2024, 33 actions are set for completion, with another 20 scheduled for mid-2025. Regular progress will be tracked through a monthly dashboard, ensuring accountability and steady advancement.

The CBC’s new strategy positions it as a dynamic, responsive institution, aligned with Cyprus’s evolving economic role within Europe and committed to excellence, innovation, and transparency.

Zendesk Acquires Forethought To Strengthen AI Customer Support Tools

Zendesk, a company known for customer support software, has announced the acquisition of artificial intelligence startup Forethought. The deal is expected to close by the end of March and represents another step in the growing use of AI to automate customer service operations.

Strategic Innovation In Customer Service

Forethought has been developing AI tools for customer support automation for several years. The company first gained industry recognition after winning the TechCrunch Battlefield competition in 2018, well before the widespread adoption of generative AI tools.

Since then, Forethought has expanded its customer base to include companies such as Grammarly, Airtable, Upwork and Datadog. By 2025, the platform was processing more than one billion customer interactions each month, highlighting the growing role of automation in support operations.

Pioneering Leadership And Industry Recognition

Deon Nicholas, Forethought’s co-founder and chairman, hailed the acquisition as a milestone in a recent LinkedIn post. According to Nicholas, advances in AI over the past several years have accelerated adoption across multiple industries, particularly in areas that rely heavily on customer communication and service management.

Enhancing Zendesk’s Product Portfolio

The integration of Forethought’s technology is expected to expand Zendesk’s AI capabilities across its product suite. Company executives said the acquisition could accelerate development of several planned features by more than a year. These capabilities include specialized AI agents, systems that improve automatically through usage data and more advanced voice-based customer support tools. Zendesk has previously expanded its platform through acquisitions, including companies such as Zopim and BIME Analytics, which added messaging and analytics functionality to its products.

Implications For The Future

The acquisition reflects a broader shift in the software industry toward AI-driven automation of customer service tasks. Companies are increasingly using AI systems to handle routine inquiries while human agents focus on more complex cases. Zendesk’s move highlights how enterprise software providers are investing in AI technologies to improve efficiency and scale customer support operations as demand for digital service channels continues to grow.

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