Author: Geoff Spick

Research Suggests Contact Centre Reshoring is the New Offshoring
The onshore/offshore push-pull debate has been rumbling on for many years, with the latest trends showing that reshoring is now in the ascendency as technology reduces costs. Outsourcer ArvatoConnect highlights data in a new report revealing a major reshoring shift...

Gartner’s Magic Quadrant for CCaaS Highlights Contact Centre Innovation
The usual suspects appear in the latest Gartner Magic Quadrant for the contact centre industry. It sees NiCE, Genesys, Amazon Web Services, Five9 and Talkdesk in the Leaders quadrant. Content Guru is the sole occupier in the Challengers box, with...

Orchestrators and AI Agents Dominate Genesys Xperience 2025 Event
The Genesys Xperience 2025 event is rolling through Nashville with a clutch of news for CX pros. Among the usual financial, product and partner deals, one announcement of major interest is the arrival of Genesys Orchestrators. The new programme aims...

China Bringing AI to Robotics Ahead of the Retail Robo-CX Era
Whether we like it or not, robots are flooding the workplace. Swiftly moving from the factory and hospitals, to retail environments and beyond. From a CX perspective and as consumers, we all need to prepare and consider how they will...

CMOs Still Make Decisions on Gut Feeling, But Synthetic Research Could Change That
Marketing professionals are used to operating on gut, even in a data-heavy world. As their organisation grows, following that instinct can remain natural as they become senior leaders. Changing the need to rely on the old gut, Qualtrics has been...

Merging the Physical Customer and Employee Experience, Like Poeticgem’s New HQ
The rise of AI puts businesses in a quandary. If your remaining people are doing the high value work, they had better be treated well. But that costs money! Will they want to stay if they are increasingly treated like...

Hubspot Adds New Customer Support and Experience Agents
Hubspot’s INBOUND event is rolling on right now in San Francisco, with the usual keynotes, back-slapping and new features. Among the key news for the CX world, a number of new AI assistants are being rolled out in Breeze to...

ICXA 2025 Finalist Istanbul Airport Gains Level 5 ACI Customer Experience Accreditation
As Turkey continues its boom as a tourism, cultural and business centre, iGA’s Istanbul Airport becomes Europe’s first airport to achieve Level 5 Airports Council International (ACI) Customer Experience Accreditation. A milestone achieved by blending Turkish hospitality with cutting-edge technology...

IATA Offers Airline CX Training on Data and Insight Use
The airline industry continues to focus on digital CX metrics and using data-based insights but for large swathes of the market, there can be little internal formal knowledge about the benefits and use cases. The International Air Transport Association (IATA)...