The State of Frontline Leadership. Leading in the Age of AI and Hybrid Work. A board-ready…
Category: – Customer Service/Experience
Customer Service Model ‘No Longer Fit for Purpose
12-month cross-sector study finds over half of organisations unprepared for AI-driven shift as industry moves beyond…
Virgin Media O2 Strengthens Customer Service with ICS Training Programme
Virgin Media O2 strengthens customer service with Institute of Customer Service training programme – Virgin Media…
The Human Touch: Redefining Customer Experience in the Age of AI
The Human Touch: Redefining Customer Experience in the Age of AI Over the past few years,…
Laying Firm Foundations for AI-led CX Transformation
Laying firm foundations for AI-led customer experience transformation – Sanjay Salunkhe, President & Global Head – Digital…
The Gulf Between Business Belief and Customer Experience
UK Businesses aren’t delivering – new report shows gulf between business belief and customer experience UK…
CX Is Breaking at Scale. Here’s How Contact Centre Models Are Evolving
Customer Experience Is Breaking at Scale. Here’s How Contact Centre Models Are Evolving Most businesses don’t…
Who Leads in Customer Service Excellence?
UK consumers now wait over three minutes on average to speak to a contact centre agent…
Which? Names Best & Worst UK Energy Suppliers
Scottish Power, EDF and British Gas have been identified as the lowest-performing energy suppliers in Which?’s…
Five9 Launches Joint Enterprise Customer Experience AI Solution
Five9 Launches Joint Enterprise Customer Experience AI Solution With Google Cloud The Power of Intelligent CX…
The Year of Trust? Customer Experience in 2026
The Year of Trust? Customer Experience in 2026 – Contact Centre leaders predict the future of…
Customer Experience Transformation: Bridging the Gap
Customer experience transformation: Bridging the gap in the contact centre Craig Farley of IPI discusses how…
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…
Why UK Consumers Will Pay a 37% Premium for Better Service
In an age dominated by talk of AI and automated customer experiences, a major new report…
Contextual Intelligence Becomes New Standard for Exceptional CX
Contextual Intelligence becomes the new standard for exceptional Customer Experience in 2026 Zendesk have released its…
The Challenges and Opportunities CIOs Face Today
AI in Customer Experience: The Challenges and Opportunities CIOs Face Today in the contact centre As…
Bromford Housing Transform CX with AI-Powered Customer Service Centre Transformation
Bromford Housing to Transform Customer Experience with AI-Powered Customer Service Centre Transformation 300+ agent Customer Service…
Conversational Intelligence Emerges as Next Frontier in CX
Conversational Intelligence emerges as the next frontier in CX, finds Medallia research New study shows organisations…
New Report Reveals a CX Confidence Disconnect
New Report Reveals a CX Confidence Disconnect: Business Leaders Believe They’re Trusted. Consumers Say Otherwise. New…