As investment in AI accelerates across customer operations, new findings suggest many organisations are still in…
Tag: Artificial Intelligence
Vulnerable People Trapped in ‘AI Doom loops’
AI rollout in financial services risks worsening access for those who need it most, leaders admit…
Derby City Council Mark Three Years of AI Success within Contact Centre
Derby City Council is celebrating a major milestone this week as its pioneering AI-powered digital assistants,…
The Risks & Realities of Fragmented Workforce Communication in the AI Era
New Research Sheds Light on the Risks and Realities of Fragmented Workforce Communication in the AI…
The Hidden Tax of AI in Contact Centres
The Hidden Tax of AI in Contact Centres – Sally Hodgin, Principal AI Consultant at Connect…
Parcelhero Introduce AI to Contact Centre to Enhance Customer Service
Parcelhero has rolled out new AI-powered customer support features on its courier comparison platform to enhance…
2026 The year of Grown-Up AI in Customer Service
The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres…
AI you can trust: Governance as the New Business Standard
AI you can trust: Governance as the new business standard in the contact centre – Richard…
UK Police Forces Risk Missing AI Opportunities
UK Police Forces Risk Missing AI Opportunities as Majority Yet to Fully Implement Tools according to…
How to Embrace AI within the Contact Centre
Readying the frontlines: how to embrace AI within the contact centre Sid Banerjee, Chief Strategy Officer,…
NiCE Cognigy Launches AI Ops Centre
NiCE Cognigy Launches AI Ops Centre, Ensuring AI Workforce Reliability at Scale New AI command center…
Westminster Council introduce AI support in Contact Centre
Westminster Council first local authority to introduce AI support in contact centre Westminster City Council has…
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…
How AI Can Sustain Productivity During the Peak Holiday Season
Bridging the Summer Gap: How AI Can Sustain Productivity in the contact centre during the Peak…
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,…
UK Consumers Are Biggest AI Sceptics across EMEA
UK Consumers Are Biggest AI Sceptics across EMEA – ServiceNow research shows how the UK is…
AI Hype vs. Business Reality: The Race to Meaningful Implementation
AI hype vs. business reality: The race to meaningful implementation – Chris Martin, AI & ML…
AI Anxiety Risks Talent Drain in Contact Centres
AI anxiety risks talent drain in contact centres – but it doesn’t have to: New research…
Graia – Where AI Listens, Understands & Responds with Empathy
Graia Launches New Era of Customer Support Where AI Listens, Understands and Responds with Empathy Bulb…