Retailers warned AI shopping tools could damage customer trust without stronger safeguards
Contact centre and customer experience leaders are being urged to prioritise transparency and human oversight as AI shopping assistants become increasingly embedded in the retail journey. New research from Exploding Topics by Semrush found that while 78% of consumers have used AI to support shopping decisions in the past six months, only one in three […]
SOCIAL MEDIA MONTH: The new metrics contact centres should be tracking in 2026
Historically, social customer service has often been evaluated using traditional contact centre metrics such as response times and ticket closure rates. While these measures still matter, they no longer provide a complete picture of customer satisfaction or reputational impact in highly visible digital environments… Unlike private customer interactions, social media engagement takes place in public. […]
June 2026 is Artificial Intelligence Month on Contact Centre Briefing – Make sure your solutions are part of the story!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a […]
SOCIAL MEDIA MONTH: How contact centres are rethinking social escalation strategies
A customer complaint no longer needs to reach a national newspaper to become a reputational crisis. In the social media era, a single post on X, TikTok or LinkedIn can escalate rapidly within hours, placing significant pressure on contact centres and customer experience teams to respond quickly, consistently and transparently. For many organisations at the […]
CX Solutions Summit: Everything you need in one place this October
You’re invited to join us as our guest for the CX Solutions Summit, a one-day event designed for decision-makers who are looking to explore a diverse range of CX solutions and connect with people in a highly focused and intimate environment. CX Solutions Summit October 2026 Date: 21st October 2026 Venue: Hilton London Canary Wharf Complimentary […]
Market Data: AI continues to lead contact centre solutions demand in 2026
Artificial Intelligence remains the most in-demand solution required by UK contact centre operators this year, according to our exclusive research. The findings, which show no change at the top compared to the last survey in September 2025, have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on May 6th […]
Final call for the Contact Centre & Customer Services Summit – Don’t miss out!
The Contact Centre & Customer Services Summit takes place in less than two weeks on 6th –7th May at the Radisson Hotel & Conference Centre London Heathrow. We have a limited number of fully funded places remaining for the event next month, and you’re welcome to join us for either 1 day or the full event, depending on what […]
May 2026 is Social Media Month on Contact Centre Briefing – Make sure your solutions are part of the story!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a […]
Customer service leaders set to double tech spend as AI reshapes (not replaces) the workforce
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates across the sector, yet workforce demand is set to evolve rather than decline. According to Gartner research, rising investment in AI-driven tools will not be matched by a reduction in headcount, challenging assumptions that automation […]
INDUSTRY SPOTLIGHT: Merchants – Business Process Outsourcing Services
Merchants is a leading customer experience and business process outsourcing (BPO) partner, delivering digitally enabled, human-centred solutions that drive measurable business outcomes. Rooted in South Africa and backed by over four decades of industry experience, we have played a foundational role in shaping the evolution of customer experience delivery. Today, as a wholly owned subsidiary […]