CRM MONTH: From Data to Decisions – Turning CRM analytics into actionable customer experience improvements
Over the past decade, CRM systems have evolved from simple case management tools into powerful, insight-rich customer engagement platforms. Yet many contact centres still struggle to convert the huge volumes of data these systems generate into decisions that genuinely improve customer experience. Successful customer service teams attending the Contact Centre Summit are treating CRM analytics […]
Gen Z favours authentic, human-led communication, says research
There is a decisive shift in consumer trust and digital engagement that is set to reshape brand strategy in 2026: Rather than responding to institutional brand messaging or heritage-led positioning, audiences — particularly Gen Z — increasingly favour authentic, human-led communication and trust signals shaped by real individuals and lived experiences. Research conducted by Pulse […]
Clearing the AI confusion: The contact centre’s guide to smarter tech buying
With advancements in AI and automation, there has never been a better chance to move your contact centre operation from a necessary cost to a powerful engine for business value. But with this excitement comes a challenge: too much choice and vendor hype. With dozens of vendors all promising the future, it can be hard […]