Planning Guide 2024: Customer Experience
71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it?
71% of CX leaders plan to invest in tech to elevate customer insights. How are they planning to utilise it?
It’s no secret that customers want to use their preferred platforms when communicating with customer service professionals, as well as
Artificial Intelligence (AI) and Machine Learning (ML) are pioneering a significant analytics revolution for contact centres. These advanced technologies are
New research reveals that the majority (52%) of financial services employees feel positive or very positive about the growth of
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities
A special 20th Anniversary Contact Centre & Customer Services Summit is taking place this April at the Radisson Hotel &
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
As businesses strive to enhance customer service, drive efficiency, and gain competitive advantage, the application of analytics within contact centres
Zoom has announced new AI Companion capabilities that it says will help improve connection, productivity, and collaboration across the platform,
The Global Contact Centre as a Service (CCaaS) market is expected to generate $17.83 billion by the end of 2029,
Generative AI has raised new challenges related to ‘Responsible AI’, catapulting concerns into the headlines and forcing enterprises to revisit
As 2023 came to a close, a survey by Which? found that on average 20% of customers were unhappy with
In the bustling world of contact centres, the performance and skill set of agents play a pivotal role in delivering
April’s Contact Centre & Customer Services Summit will give you the opportunity to network with peers, meet 1-2-1 with leading
We have a wide selection of online courses tailored specifically for the contact centre sector, enabling you to both amass
