AI and Machine Learning

01/05/2025

The Future of Client Service in Financial Services

Attend any financial services event or meeting now and you’ll likely hear a familiar list of artificial intelligence...

David Porter

29/04/2025

Agentic AI: The Difference Between Leading and Lagging in CX

Artificial intelligence (AI) has moved past the tipping point. What comes next will define the winners and expose the rest....

Glenn Nethercutt

23/04/2025

The Competitive Advantage of Bank Branches in the Digital Age

Banks are steadily closing branch offices in favour of digital-only engagements, but it could be costing these financial...

Stefan Kauck

22/04/2025

Celebrating Earth Day 2025: Uniting Technology and Sustainability Goals

Sustainability in business began with an ethical responsibility to protect the environment for current and future generations. At...

Bridgette McAdoo

16/04/2025

Four Real-World AI Use Cases of Customer Experience Success

Top athletes work tirelessly to hone their craft. Even at the pinnacle of their careers, the process is constant. The same is...

Ginger Conlon

12/04/2025

Transforming Agent Performance with Real-Time Insights and Purpose-Driven QA

Delivering empathy, accuracy and personalisation at scale is no longer a luxury — it’s an operational necessity. To meet...

Chris Aberle

09/04/2025

AI in HR: Boosting Workforce Engagement and Retention

The use of artificial intelligence (AI) is already widespread in many businesses. In addition to the approved instances of its...

Keith Fulford

06/04/2025

How to Develop an Effective Customer Journey Management Plan

If you hope to distinguish your brand in today’s competitive business landscape, it’s essential that you have the ability to...

Cristina Vargas

17/03/2025

How AI and Automation for Supervisors Can Boost Efficiency and Employee Performance

Supervisors are responsible for ensuring customer interactions align with business objectives, operational efficiency benchmarks,...

Anik Dey

13/03/2025

The State of Customer Experience: What Every CX Professional Needs to Know

Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are...

Greg Thomas

11/03/2025

Why Contact Centres Are Central to Improving the Patient Experience

In the ever-evolving healthcare landscape, patient experience has become central to every healthcare provider. Healthcare...

Steve Leaden

11/03/2025

Cloud Adoption and AI Are Shaping the BFSI Industry for Viksit Bharat

India is taking ambitious strides toward becoming a developed nation by 2047 (the 100th year of independence), targeting a $30...

Genesys

10/03/2025

Enhancing the Patient Experience with CX Technology

The global healthcare industry faces some growing challenges: a population with complex health needs, patients’ lack of...

Tara Mahoney

02/03/2025

Uncovering Value with Consumer Insights Analytics

Across industries, customers are the source of revenue and profitability. This is clearly true for retail and financial service...

Jane Hendricks

24/02/2025

How Intentional Channel Strategies Deliver Better Experiences

Consumers surveyed globally for the “Generational dynamics and experience” report rank getting service when and where they...

Greg Thomas