5 Minutes With… Rishi Kumar – CX Transformation & Business Strategy Lead at Magellan
As contact centres face rising customer expectations, increasingly complex interactions and pressure to embrace AI, successful transformation is about more than simply deploying new technology. We caught up with Rishi Kumar, CX Transformation & Business Strategy Lead at Magellan, to discuss reducing effort across the customer journey, creating a more human-centred contact centre, finding the […]
Magellan – CX Suite: Trusted, Flexible and Human-centred CX
Today customer service organisations are being asked to do more, meet rising customer expectations, support increasingly complex needs, help employees do their jobs effectively and find practical ways to use AI, all while managing cost and operational pressures. CX Suite is Magellan’s modular Contact Centre as a Service (CCaaS) platform, designed for organisations that need […]
Why the future of customer experience depends on the right balance of AI and human expertise
Artificial Intelligence (AI) is reshaping customer experience, from intelligent virtual assistants and predictive analytics to automated workflows and real-time agent guidance, it is helping organisations respond faster, improve efficiency and deliver more personalised interactions. But while technology is evolving rapidly, customer expectations remain rooted in something far more human. The future of customer experience is […]
Is hybrid the right answer for customer experience?
For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce costs. Today, the reality is more nuanced. As customer expectations rise and budgets remain under pressure, many organisations are looking for a model that balances cost efficiency, quality, flexibility and customer outcomes. Increasingly, that answer […]
AI shopping assistants must build trust, not replace human customer service, expert warns
As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if they are to maintain consumer trust. New research from Exploding Topics by Semrush found that 78% of consumers have used AI to help with shopping during the past six months. However, only one in three […]
Brands warned they risk being trapped in ‘doom loop’ as AI reshapes customer expectations
More than eight in ten organisations are failing to maximise the value of their brand investments, creating a cycle of underfunding and underperformance that could undermine growth and customer trust in the age of AI. The analyst firm Gartner’s latest survey found that 84% of companies are stuck in what it describes as a ‘brand […]
Retailers warned AI shopping tools could damage customer trust without stronger safeguards
Contact centre and customer experience leaders are being urged to prioritise transparency and human oversight as AI shopping assistants become increasingly embedded in the retail journey. New research from Exploding Topics by Semrush found that while 78% of consumers have used AI to support shopping decisions in the past six months, only one in three […]
New research highlights the UK is a nation of experience sharers and email enthusiasts
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer contact and for proactively telling organisations what they think. These are just some of the key findings from new research published by the CCMA (Contact Centre Management Association), supported by the customer engagement solution provider, […]
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 […]