Video

CX Voices: Why the NHS Must Rethink How It Talks to Patients with Tom Boyle

For the first time in history, four generations share the same workforce. They are also sharing the same waiting rooms. Yet the NHS still defaults to the letter and the phone call. In the latest episode of CX Voices, Katie...

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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RingCentral Launches AIR Pro Agentic AI Platform at Enterprise Connect

RingCentral has unveiled AIR Pro (AI Representative), a ‘voice-first’ AI platform designed to handle customer interactions end-to-end. Announced at Enterprise Connect, where UC, CX and AI strategy converged this week in Las Vegas, it represents a major step beyond conventional...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...

CX Lore: Building Strong BPO Partnerships is Key

In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of GBPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation. In today’s...

CXM talks to analyst Justin Robbins at Contact Centre Expo about the types value users focus on

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UK EX Awards: Kerry Sudale Warns of AI Use in Recruitment Processes

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Inspiring Citizen CX for Medway Council

Digital transformation in public services is often sold as a productivity problem — reduce costs, increase throughput, automate the rest. But as former Deputy Mayor of Medway Douglas Hamandishe makes clear, that framing misses the point entirely. The real challenge...

Innovation, Service, and the Student Journey at the Royal College of Art

What does great customer experience look like in higher education — especially in a world shaped by post-pandemic realities, rapid technological change, and rising student expectations? In this episode of CX Voices, host Katie Kemshell is joined by Greg Finlay, IT...