Does ‘Digital’ Really Exist?

Digital transformation is the latest trend that every organisation, in every sector, wants a piece of. In the customer management industry in particular, ‘digital innovation’, ‘digital transformation’ or ‘going digital’ are key phrases heard on almost a daily basis, with organisations...

CX and Contact Centres: What’s Changing in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the Customer Experience (CX). However, this prediction missed one critical factor: the customer. With...