Customer
Contact
Insights

Industry & CCP News

Market Insights Webinar

In November we were proud to host a webinar with David Rickard from Everest Group as our guest speaker sharing some of the insights from their latest research on the state of the CX market.

Customer experience

Subscribed to a theory?

When a topic comes up in conversation, I often find myself wanting to dig in deeper. When a topic comes up twice in quick succession, then why not get people together and have a chat around it for an article, as I did last week with Simon Kissane and Jonathan West?

Business Management & Continuity

Connectors and Connections   

Sometimes the most interesting things you can come across reading online aren’t so much the revelatory bombshells. Instead, they can be simple or elegant explanations of things you previously knew, but couldn’t articulate well.

Customer experience

What matters most is experience

Customer and employee experience remain central to all things contact centre, even – or especially – when technology is evolving rapidly.