Customer
Contact
Insights

Customer operations leaders are under increasing pressure to reduce costs, improve service and adopt AI, but having more options does not always make the right decision easier. This Q3 market overview explores the growing decision gap in customer operations, the shift from AI experimentation to practical adoption, and why organisations need greater confidence that their chosen technology, outsourcing or optimisation strategy will deliver measurable outcomes.

Ecommerce growth can expose hidden weaknesses in Customer Operations. Discover how leading businesses can reduce customer effort, control cost-to-serve and build an operating model that scales profitably.

Recurring payments are facing increasing regulatory, payment and consumer protection scrutiny. As subscription models continue to grow, merchants must adapt to changing requirements around consent, authentication, renewals, cancellations, chargebacks and payment data while protecting recurring revenue and reducing risk.

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.

The EU AI Act is set to become the world’s most influential AI regulation framework, shaping how organisations develop, deploy and govern AI systems. This article explores what the Act means in practice, why it matters beyond Europe, and how it will impact customer experience, contact centres and AI-driven business models globally.

Colombia is rapidly establishing itself as a leading CX and BPO destination, combining bilingual talent, strong cultural alignment, and scalable, cost-effective operations. With growing investment in technology and a maturing outsourcing ecosystem, it is increasingly seen as a strategic nearshore & offshore hub for North American and European organisations.

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.

In 2025, AI dominated CX conversations but a key challenge emerged: a growing disconnect between business ambition, technology momentum, and real customer needs. While some organisations accelerate successfully, others struggle as AI scales weak foundations. This whitepaper explores the gaps in governance, metrics, and alignment, sharing practical steps CX leaders can take to make AI work for both customers and business outcomes.

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.