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 […]
AUTOMATED CUSTOMER SATISFACTION MONTH: Closing the loop at scale – using automation to turn feedback into action
Collecting customer feedback has arguably never been easier. Surveys, post-call ratings and digital feedback tools generate vast amounts of data. The real challenge is not gathering insight, it’s acting on it quickly, consistently and at scale. Organisations at the Contact Centre Summit are increasingly turning to automation to ‘close the loop’, i.e. transforming feedback into […]
Consumer scepticism over AI poses new trust challenge for brands
Rising consumer scepticism around artificial intelligence is creating a new trust challenge for customer experience leaders, as brands accelerate adoption of generative AI across customer interactions. Research from Gartner finds that 50% of consumers would prefer to do business with brands that do not use generative AI in customer-facing content, highlighting a growing tension between innovation and […]
Research highlights ‘Experience Divide’ as consumers abandon disconnected brands
UK brand leaders are being urged to address a growing ‘Experience Divide’, as new research reveals a stark mismatch between customer expectations and business perceptions. According to SAP Engagement Cloud’s 2026 Engagement Index, 82% of UK consumers are frustrated by disjointed interactions—such as repeating information or being passed between teams: yet 80% of businesses believe […]
TECHNOLOGY MONTH: Practical use cases delivering measurable CX impact (that aren’t AI chat bots)
AI adoption among contact centre leaders initially centred on chatbots and virtual assistants. While these tools remain valuable, the real transformation in 2026 is happening beyond the front door across routing, agent support, analytics and operational decision-making. The focus is shifting from experimentation to measurable outcomes, with organisations prioritising use cases that deliver tangible improvements […]
April 2026 is Automated Customer Satisfaction 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 April we’re focusing on Automated Customer Satisfaction 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 […]
Contact Centre Summit: Full seminar lineup now available
The Contact Centre Summit connects like-minded peers, helping you source the latest and most innovative products & services based on your interests and needs, as well as a seat at our educational speaker programme. This event is entirely complimentary for industry professionals including; seminars, networking opportunities, meetings with top suppliers, overnight accommodation and meals & refreshments. 6th & […]
AI set to reshape contact centre roles as leaders accelerate investment
Artificial intelligence is expected to significantly reshape frontline roles in customer service, with more than 80% of organisations planning to expand the responsibilities of human agents as AI adoption accelerates. That’s according to research from Gartner, which surveyed 321 customer service and support leaders in October 2025. The findings highlight growing pressure on contact centre […]
AI is here. Is your contact centre ready?
Now is the right time for your organisation to adopt AI technology in your contact centre. Customer expectations, operational pressures, and rapid technological advances are converging to create a clear opportunity for transformation. Move now, and you will benefit from efficiency gains and cost savings, and improve the service you offer your customers. Studies show […]