AI in Customer Experience: The Challenges and Opportunities CIOs Face Today in the contact centre As…
Category: – Articles
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…
Understanding Technology’s Role in Supporting Retail Contact Centre Agents
The Mental Health Challenge: Understanding Technology’s Role in Supporting Retail Contact Centre Agents Stuart Dorman, Chief…
The CX Emperor’s New Clothes: Why Most Organisations Are Naked Regarding CX
The CX Emperor’s New Clothes: Why Most Organisations Are Naked When It Comes to Customer Experience…
Use Technology to turn Compliance into Competitive advantage or risk falling behind
Use technology to turn compliance into competitive advantage or risk falling behind, warns FourNet AI and…
Meeting Gen Z Customer Expectations in the Contact Centre
Gen Z is quickly becoming the key customer demographic for UK businesses, expecting seamless, hyper-personalised, omnichannel…
AI that actually works in the Contact Centre
AI that actually works in the contact centre as Enghouse Interactive explains Every company asks the…
Banking: Less Than 30% Getting Full Value of Contact Centre
Banking Study: Less Than 30% Getting Full Value of Contact Centre AI, Glia Finds Research with…
The Future of the Financial Industry in a Digital Age
Transforming Customer Engagement: The Future of the Financial Industry in a Digital Age In today’s financial…
AgenticAI will Re-Define the World of the Contact Centre Agent
Agentic AI Is Not About Replacing People — But It Will Redefine the Work They Do…
Bridging the Contact Centre Gap: Omnichannel, AI & the future of CX
Bridging the contact centre gap: Omnichannel, AI and the future of CX – Magnus Geverts, VP…
Contact Centre Outbound Dialling – Persistent Misuse Policy
Sytel Limited, a specialist in contact centre technology, is calling on UK regulator Ofcom to reaffirm…
AI-Powered CX: From Contact Centre to Company-Wide Care
AI-Powered CX: From Contact Centre to Company-Wide Care – Jurgen Hekkink, Head of Product Marketing, AnywhereNow,…
The Return of Voice: AI’s unlikely role in shaping the future of CX
The return of voice: AI’s unlikely role in shaping the future of CX in the contact…
AI Hype vs. Business Reality: The Race to Meaningful Implementation
AI hype vs. business reality: The race to meaningful implementation – Chris Martin, AI & ML…
Resorting to Digital – Cloud Technology for Hospitality
Living costs and living standards in South East Asia have risen. For the hospitality industry, staffing…
Global Displacement of 1.9m Contact Centre Agents by Automation by 2029
Latest report from Cavell predicts the global displacement of 1.9 million contact centre agents by Automation…