Content Type: Analysis

Report Roundup: CX Vendors Cite Contextual Intelligence and Change Resistance as Key Trends for 2026

Tis the season for tech types, big brands and software planners to drag a crystal ball out and have a peek into their roadmap and conceptual futures. Personally, I wish they’d give it rest, so we could all have a...

The AI Bubble and What It Could Mean For the Customer Experience Market

The rush to build and deliver AI from tech giants, OS providers, customer experience vendors and the endless me-too players is a natural cause for business concern. But is it creating a tech-threatening bubble? The huge amounts of electrical energy,...

Everest Group’s Peak Matrix Assessment Highlights Global CXM Trends

For CXM buyers looking to adopt a new CX solution there is endless advice out there, with Everest providing a broader perspective. Gartner has its largely US-centric Magic Quadrants, Forrester at least takes an interest in global differences, but it...

Increasing Restaurant Spend Per Head in a Tough Economy: Changing Mindset and Strategy

Achieving resilience through a difficult economy and growing out of it on the other side is not an easy feat. Sure, some restaurants and pubs strike it lucky. They seem to have that holy-grail location and solid customer base; a...

IDC Delivers A MarketScape for European CCaaS

The global market is never a level playing field for contact centres. Even the European theatre has many variables and niches that make it a hard landscape to judge for buyers. Enter IDC with the research brand’s first European-focused CCaaS...

Ipsos and Engage Report on Human vs. Digital Interactions in CX

Fresh from the Engage Customer Experience Summit, one of the main talking points was a new report from Ipsos and event host Engage. Authored by Ipsos’ Jamie Thorpe and Matthew Chatterton, along with Nick Rust, MD at Engage, the report highlights...

Your Customers’ Mobile Number Is Their Most Important ID, Handle It Carefully

Historical patterns tend to repeat themselves. Take your Social Security or National Insurance number.  Originally issued to track a worker’s earnings, In the US, its widespread use by government agencies eventually transformed it into an unofficial national ID. Then credit agencies...

Digital Optimism is High, But Infrastructures Aren’t Keeping Pace

In a time of near-constant digital evolution, the mood among IT and marketing decision-makers in the UK is surprisingly upbeat. New research from Forrit shows that almost two-thirds feel either inspired or excited about changes in the technology landscape; with...