Deloitte Digital vs DEPT®

Delta Air Lines Hires Ex-Deloitte Exec to Build Ads Business

Delta Air Lines is planning to launch an advertising business, following in the footsteps of rival United Airlines. The airline has hired Keri Paison, formerly a senior manager of strategy, growth, and transformation at Deloitte Digital, to lead its media network. During her time at Deloitte, Paison helped develop retail media networks that generated over $600 million in projected revenue for clients. She also previously worked at Digitas North America as associate director of strategy and analysis. The move signals Delta's intention to monetize its first-party customer data and digital touchpoints through advertising, a strategy increasingly adopted by airlines and other travel companies.

• Delta Air Lines has hired Keri Paison to lead its media network.
• Paison previously worked at Deloitte Digital as senior manager of strategy, growth, and transformation.
• At Deloitte, she developed retail media networks generating over $600 million in projected revenue for clients.

Dave & Buster's Appoints Gut and Mediaplus as New Agencies

Dave & Buster's, the restaurant and entertainment chain, has appointed Gut as its creative agency of record and Mediaplus as its media agency of record following a pitch that included incumbents Deloitte Digital and Dentsu X. The move comes as the company seeks to reverse a 13-quarter sales decline. The CMO, Jeremy Tucker, stated that the brand awareness is around 90%, so the focus is not on a brand refresh but on driving foot traffic. The new agencies will work to make the 45-year-old brand relevant again, leveraging their expertise to attract more customers to locations.

• Dave & Buster's appointed Gut as creative AOR and Mediaplus as media AOR.
• The pitch process included incumbents Deloitte Digital and Dentsu X.
• The company has experienced declining sales for 13 consecutive quarters.

Five Contact Center AI Trends Reshaping Customer Service

The article from CMSWire outlines five key trends reshaping customer service through AI. It highlights findings from Deloitte Digital's 2026 Global Contact Center Survey showing that AI-centric businesses report stronger customer experiences and profitability. Citing Gartner, it notes 91% of customer service leaders face pressure to implement AI. The trends include the evolution from rule-based chatbots to autonomous agents, the importance of unified customer data for AI effectiveness, a shift toward outcome-based metrics like first-contact resolution and CSAT, the maturation of voice AI with human oversight, and increased focus on AI governance and workforce upskilling. Industry experts from Aide, Content Guru, Parloa, eClerx, and Solidroad provide perspectives on human-AI collaboration, data grounding, and governance.

• Deloitte Digital's 2026 Global Contact Center Survey found that AI-centric customer service strategies correlate with stronger customer experience, employee experience, and profitability.
• Gartner research shows 91% of customer service leaders face growing executive pressure to implement AI in 2026.
• AI in contact centers is evolving from rule-based chatbots to autonomous agents that manage multi-step requests and coordinate enterprise workflows.

DEPT® named media & SEO partner for American Family Care

DEPT® has added new insights and news, including being named a Leader in the 2026 Gartner Magic Quadrant for Global Digital Marketing Agencies and expanding Google Marketing Platform capabilities to the US.

DEPT® publishes two new insights: decision systems personalization and Amazon GEO strategy

The page now includes two new insights: 'How decision systems personalize the right content for every customer at scale' and 'Your Amazon strategy needs to change in the age of GEO'.