by Marcus Hickman | 18 Jun, 2026 | Our blog
One of the most common predictions around GenAI is that the number of customer service jobs will be reduced as AI agents take over routine queries, repetitive support tasks and customer-facing conversations. The concern is not just theoretical. Several studies and...
by Marcus Hickman | 11 Jun, 2026 | Our blog
AI customer-service chatbots are now heavily promoted across almost every sector, with suppliers promising conversational AI and GenAI-powered support.To see how advanced these systems really are, we reviewed 100 companies across 38 chatbot vendors. Our findings...
by Marcus Hickman | 1 Apr, 2026 | Customer experience, Our blog
One thing is clear – organisations providing customer service and customer contact in 2026 have far more technology provider options than they did even two years ago. There is no one standout provider, but the market has been turned upside down by the arrival of...
by Marcus Hickman | 3 Mar, 2026 | Our blog
Real-time Account-to-Account (A2A) payments, commonly presented to consumers as “Pay by Bank”, represent a structural evolution in how money moves through the UK economy. While a modest share of total payment value, growth dynamics, regulatory momentum, and...
by Marcus Hickman | 23 Jan, 2026 | Our blog
CX trends come and go, and most organisations simply watch them unfold. But the leaders who act, who turn change into progress, are the ones who define the future. Large, established organisations often move slowly, constrained by legacy systems and risk aversion,...
