Customer
Contact
Insights

Is the traditional Christmas peak season a thing of the past?

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.

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?

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.

What would an AI generated podcast about automation look like? We decided to investigate and to share our findings.

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