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 […]
