Research highlights value of ‘observability’ as part of customer experience
Cisco’s ‘Splunk’ State of Observability 2025: The Rise of a Business Catalyst report highlights the critical role observability plays in delivering business value – from elevating customer experience and boosting employee productivity to guiding strategic business decisions at the highest levels. It also underscores both the opportunities and challenges of observability in the AI era, where AI is helping ITOps and […]
WEB SELF-SERVICE/CHAT MONTH: The KPIs that define successful web self-service in 2026
The primary measure of web self-service success was originally quite simple: call deflection. If fewer customers phoned the contact centre, the system was considered effective. But as digital CX matures, organisations are recognising that deflection alone doesn’t tell the full story. A drop in call volumes could mean a frictionless digital journey or a frustrated […]
Contact Centre & Customer Service Summit: Registration now open for May 2026 event
Registration is now open for one of the most anticipated industry events of next year – the Contact Centre & Customer Service Summit! What: Contact Centre & Customer Service SummitWhen: Wednesday 6th and Thursday 7th MayWhere: Radisson Hotel & Conference Centre, London Heathrow Explore what’s new in the industry at this ever-popular event that offers […]
November 2025 is Display Boards 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 November we’re focusing on Display Board 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 […]
WEB SELF-SERVICE/CHAT MONTH: Balancing automation and empathy in live chat
Contact centres are under pressure to deliver faster, more efficient service, without losing the personal touch that drives satisfaction and loyalty. The good news is that conversational AI is emerging as the bridge between automation and empathy, enabling organisations to streamline service while maintaining a human-centred experience… Beyond the Scripted Chatbot Early chatbots were limited […]
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, […]
AI Impact Assessments: The Key To Trustworthy AI
Artificial intelligence has advanced from experimental projects on the fringes of business to focal points of board-level strategy in record time. From automating fraud detection to reshaping customer service, executives are placing bold bets on AI to streamline costs and unlock new sources of growth. Yet, as a team of AI governance experts outline, amid the excitement, there is […]
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 […]