Why Asynchronous Communication Channels Are Redefining Customer Engagement Customer expectations around communication with businesses have fundamentally…
Category: – Articles
The Rehiring Boomerang: What Gartner Is Really Telling Us About AI in Contact Centres
The Rehiring Boomerang: What Gartner Is Really Telling Us About AI in Contact Centres – Kevin…
The Rising Role of Self-Service Portals in Contact Centres
Self-service portals are reshaping contact centre operations as digital systems evolve. As customer expectations rise and…
Gartner’s AI Cost Prediction Is Wrong – But It’s a Symptom of a Broken Industry Model
Gartner’s AI Cost Prediction Is Wrong – But It’s a Symptom of a Broken Industry Model…
5 Predictions Defining the Future of AI and CX in EMEA
Hype or Reality? 5 Predictions Defining the Future of AI and CX in EMEA Sam Counterman…
6 key CX trends to watch for 2026
6 key CX trends to watch for 2026 – If the past few years were about…
The Cost of a Contact Centre
The cost of a contact centre –Luke Cuthbertson, Head of CX Consulting Practice at Route 101 discusses…
Contact Centres Set for “Infinite Scale” Revolution
Contact Centres Set for “Infinite Scale” Revolution as AI Unlocks Unprecedented Customer Insight, Says Sabio Innovation…
In 2026, Brands Will Make or Break Customer Experiences with AI
In 2026, Brands Will Make or Break Customer Experiences with AI – CCMA Predictions for the…
Average Handle Time is Holding Back Brand Loyalty
Average handle time in the contact centre is holding back brand loyalty: It’s time to ditch…
Routine Queries to Be Fully Automated by Agentic AI in 2026
Over Half of CX Leaders Expect More Routine Queries to Be Fully Automated by Agentic AI…
2026: A Transformational Year for the Contact Centre
2026: A Transformational Year for the Contact Centre Jurgen Hekkink, Head of Product Marketing, AnywhereNow discusses.…
The Biggest CX Trends in Contact Centres Set To Redefine 2026
The Three Biggest CX Trends in the Contact Centre Industry Set To Redefine 2026 according to…
A Winning CX Strategy for Black Friday Success
Each November, UK retailers experience a dramatic surge in online activity between Black Friday and Cyber…
How to Embrace AI within the Contact Centre
Readying the frontlines: how to embrace AI within the contact centre Sid Banerjee, Chief Strategy Officer,…
The Challenges and Opportunities CIOs Face Today
AI in Customer Experience: The Challenges and Opportunities CIOs Face Today in the contact centre As…
The AI Journey to Intelligent Customer Service in 2026 and Beyond
Looking ahead to 2026, it is clear that this will be a transformational year for contact…
95% of UK Consumers Would Rather Avoid Chatbots……
AI cynicism threatens loyalty: 95% of UK consumers would rather avoid chatbots, putting loyalty at risk…
Crucial Lack of Expertise Behind Failure of 95% of Enterprise AI Projects
Crucial Lack of Expertise Behind Failure of 95% of Enterprise AI Projects Technology limitations not to…