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 Sep, 2025 | Customer experience, Our blog
Business leaders could be more honest about how customer experience (CX) is having a bit of an identity crisis.After studying as widely as possible the views of CX leaders across industries — from retail and banking to healthcare and energy — one thing is clear:...
by Jo Davies | 8 Jul, 2025 | Customer experience, Our blog
We’re entering a new phase of customer experience – one where AI doesn’t just help, it acts. From making phone calls to choosing suppliers, agentic AI is starting to handle tasks on our behalf. But with this shift comes new questions: Who’s really in control?...
by Marcus Hickman | 30 Apr, 2025 | Customer experience, Our blog
WhatsApp has emerged as a new customer service channel for businesses. While micro businesses have used it extensively, increasingly enterprises are adopting WhatsApp. In this blog we explore the factors driving WhatsApp’s rise in customer service, compare it with...
by Jo Davies | 12 Mar, 2025 | Customer experience, Our blog
Customer engagement is more than just a transaction – it’s about building long-term relationships that foster trust and loyalty. Successful business do not just sell products or services; they create meaningful connections with their customers. But how can companies...
by Marcus Hickman | 25 Jul, 2023 | Customer experience, Our blog
The growth of AI technologies is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate their AI technologies. So what is AI technology? The ONS, whose data is used throughout this blog, currently defines AI...
