CX investment is no longer approved on ambition alone. New research from 815 enterprise leaders reveals why ROI modelling, business cases and independent validation are becoming critical to building confidence in customer operations transformation decisions.
Successful CX transformation starts with people, not technology. New research from 815 enterprise leaders reveals which board-level executives are most likely to drive customer operations change and why stakeholder alignment is the foundation of successful transformation.
CX transformation is no longer just a technology challenge, it’s a business case challenge. New research from 815 enterprise leaders reveals why CFOs and finance teams are playing a critical role in shaping customer experience investment decisions, and why proving ROI may be the key to unlocking meaningful change.
Sales success in contact centres isn’t just about speed or volume. The most effective B2C and B2B operations focus on better conversations, equipping agents with the skills, tools, and insight to guide customers confidently. Optimising sales today means enabling smarter decisions, improving outcomes, and creating long-term value at every stage of the customer journey.
The contact centre technology market has reached a tipping point. AI has amplified choice, complexity, and noise, yet left many organisations stuck in indecision. Surrounded by tools promising transformation, leaders are not lacking solutions, but clarity. The organisations moving forward are those rejecting “big bang” change in favour of focused, incremental progress that delivers value early and builds momentum over time.
While AI and automation dominate the conversation about the future of customer contact, most organisations struggle not with technology, but with execution. The real gap sits in the people layer, outdated roles, legacy metrics, and leadership models that no longer reflect the work agents are actually doing. Becoming Future Fit means aligning technology, culture, and measurement around human value.
Six months on from our “Year of Difficult Conversations” whitepaper, a clear paradox has emerged. AI in contact centres delivers rapid wins, but without careful planning, those gains risk eroding into burnout, attrition, and declining customer satisfaction. This ‘AI Paradox’ shows why sustainable transformation depends on balancing efficiency with agent wellbeing.
AI-powered hands-free conversations remove admin tasks, letting agents focus fully on the customer for faster, smarter, and more human interactions
Embedding Learning and Development into Sustainable Outsourcing Models.
In our recent webinar we explored the results from an L&D survey that we have completed with our network, we were joined by Nathan Dring, People Development Lead for Customer Contact Panel, Georgia Harbison Head of Sales at Cognexo and James Walker Chief Revenue Officer at miPerform to discuss the findings and implications.
Much is being said in the media around the expected changes to worker rights following the change in government, but as an industry are we already ahead of the curve?
Dive into the latest Location Watch article, on Pakistan, penned by our friends Jawad Farooq and Elaine Seculer at Taskaler who give their boots on the ground view on why you should consider Pakistan as your next outsourcing destination of choice.