Are these the 4 most valuable use cases for AI in customer service?
Gartner says it has identified the most valuable use cases for AI in service and support functions, encompassing Agent Enablement, Low-Effort Self Service, Automation and Agentic AI. The firm’s survey of 265 service and support leaders from a variety of industries and business in April and May 2025 found that 77% of service and support […]
MARKET DATA: These are the CX solutions the industry wants in 2026
Customer Insights, Customer Journey Management and Customer Satisfaction top the list of solutions the UK’s customer experience professionals are sourcing for their 2026 projects, according to our exclusive research. The findings have been revealed ahead of the CX Solutions Summit, which takes place on October 22nd at the Hilton London Canary Wharf. Delegates registering to […]
CX Solutions Summit: Last chance to register for this month’s event
This is your exclusive invitation to the CX Solutions Summit, taking place on 22nd October at the Hilton London Canary Wharf – but we only have an handful of complimentary delegate places left! This is a free-to-attend, highly focused event designed for senior professionals in the CX sector. Unlike a busy expo, the Summit is intimate, […]
Human customer services here to stay despite rise of AI
A bold prediction from the boffins at Gartner: By 2028, none of the Fortune 500 companies will have fully eliminated human customer service. Despite widespread speculation surrounding the replacement of customer service jobs with AI agents, Gartner experts said that a completely agentless future is both unlikely and undesirable. “AI and automation are transforming how […]
KNOWLEDGE MANAGEMENT MONTH: How AI is helping agents stay ahead of the game
Knowledge has always been the backbone of effective contact centres. Yet traditional knowledge bases, usually static repositories of articles and FAQs, have often struggled to keep pace with customer expectations and the realities of hybrid, omnichannel support. Advances in artificial intelligence (AI) are transforming knowledge management into something smarter, faster, and simpler, reshaping both the […]
October 2025 is Web Self Service/Chat Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in October we’re focusing on Web Self Service/Chat 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 […]
KNOWLEDGE MANAGEMENT MONTH: Tips for supporting distributed teams and remote agents
Many contact centres have transformed from centralised hubs towards a distributed workforce ecosystem. Agents can now work across home offices, satellite hubs, and traditional centres, sometimes all within the same week. For contact centre leaders attending our Summit, the challenge is clear: how do you ensure every agent has consistent, accurate, and timely knowledge at […]
SAVE THE DATE: Contact Centre & Customer Services Summit – May 2026
The next Contact Centre & Customer Services Summit takes place on May 6th & 7th 2026 at the Radisson Hotel & Conference Centre London Heathrow – Register as a delegate today! Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers– A seat at our industry seminar sessions (included within your itinerary)– […]
Last chance to register for this month’s Contact Centre & Customer Service Summit
The Contact Centre & Customer Service Summit offers you the unrivalled opportunity to meet 1-2-1 with suppliers and their latest solutions to an evolving industry – and we only have a handful of delegate places left! Date: Monday 8th and Tuesday 9th SeptemberVenue: Hilton Manchester Deansgate Click Here To Register This unmissable event is entirely free for industry professionals, […]
KNOWLEDGE MANAGEMENT MONTH: Capturing and curating frontline insights in real time
The most effective contact centres aren’t just managing knowledge, they’re creating it. As customer needs evolve faster than ever and product ecosystems grow increasingly complex, frontline agents have become a critical source of insight. Progressive organisations are now harnessing this real-time intelligence by empowering agents to generate, refine, and feed back into their knowledge management […]