Ocado’s AI Service Bet Delivers Faster Support With the Human Touch  

For years, customer service leaders have faced a familiar trade-off: improve service quality, or reduce cost. Doing both at once has proved far harder. In a recent webinar, I welcomed Dan Elton, Chief Customer Officer, Ocado and Suveer Kothari, Head of...

CX Vision 2035 – THE Event to Cater for the Next Decade of CX

The CX event landscape has become me-too, stagnant, and often fails to arm CX professionals with the right tools and know-how to manage the future of customer behaviour and engagement. CX Vision 2035 launches this November at Wembley Stadium with...

Agent Assist Risks: How to Stop Copilots from Destroying Customer Trust

Agent Assist is the version of AI everyone feels good about. It’s not replacing agents. It’s helping them. It keeps a person between the system and the customer. That feels controlled. But feeling controlled isn’t the same thing as being...

When Reassurance Matters More Than Convenience   

What healthcare reveals about why small interactions – not just journey maps -shape trust, confidence and experience. By Tom Boyle, Head of Digital Comms, NHS Working at the intersection of communication technology and healthcare services, I often see how small interactions shape...

Dialpad Tackles AI POC Challenges for the Enterprise

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Voice is Back, AI is Getting Real – Sinch on IHG, and the State of the Industry

At this year’s Enterprise Connect the conversation on the floor kept returning to two themes: voice technology and artificial intelligence. I sat down with Julia Fraser of Cinch to get her take on both, fresh off a keynote session with...

NHS Patient Experience – ‘Let People Know What They are Waiting For’

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Craig Durr on BIG News From EC – RingCentral, GoTo, Salesforce, AWS

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Voice Bot Best Practices For Teams That Actually Care About Customer Experience

Voice in the contact centre never lost its appeal as a channel. It just became the place customers go when things feel tense. When the order’s late, when the bill’s wrong, and when typing feels slower than just saying, “Can...

Privacy-First Data-Driven Engagement: Getting More Engagement Without Crossing the Line

You probably don’t need convincing that data-driven engagement matters. It’s the difference between engagement that runs on gut feel and engagement you can actually explain when someone asks why it happened. When companies don’t use data well, you see the ripples constantly....

Micro-Moment Engagement: The Seconds That Make or Break Customer Experience

For all the work companies keep doing in “customer engagement”, most still forget one important truth. Relationships aren’t built on one exciting moment. They’re nurtured. That’s why Micro-moment engagement has become the real job. Not “being everywhere.” Being useful right when...

How to Design a Winning Customer Engagement Strategy When Attention is Maxed Out

Companies have an odd view of what “customer engagement” actually means. Keeping customers “engaged” tends to be something that gets bundled in with marketing strategies or sales initiatives. Realistically, your customer engagement strategy influences the whole journey. Buyers forget pretty quickly...