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Every organisation is at a different maturity stage in their digital transformation strategy, but one thing is for sure, even some of the most-mature...
Andrew White tackles the obstacles along an automated digital assault course. I don’t know who I feel more sorry for, the customer or the supplier....
… but it can help agents to connect with customers in a more effective and efficient way. 2020 has been tough. The Coronavirus pandemic has completely...
Why customisation and quality no longer break the bank. I like cars and I am certainly not the only one. In this complex world of...
How conversational intelligence can help everyone to have a more positive experience. It could be something small, an issue that has been left to develop...
Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Every time you stand still long enough to look at our...
Service technology has come a long way, but what is its role in the modern organisation? In the beginning, helpdesk software and contact management software were...
Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...