Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved efficiencies, cost reductions and improvements to business processes. According to Aspect Software, these projects will continue to dominate in 2019, disrupting the customer experience landscape. Continue reading Digital transformation projects will continue to disrupt the customer experience in 2019, says Aspect Software →

Leading communication technology business, TeleWare peers into its crystal ball to predict what’s coming up in the technology sector in 2019… Continue reading 2019: Year of Artificial Intelligence and Virtual Assistants →

The past year has seen a whirlwind of regulatory change around communication. MiFID II, aimed at the financial services sector, and General Data Protection Regulation (GDPR), which effects every business, have come into force, both disrupting the traditional way of approaching customer communications and record keeping. Continue reading Striking a balance between communication recording and data privacy →

By Ross Sedgewick, Digital Workplace and Team Collaboration Expert, Unify… Continue reading The future of work in 2019 and beyond →

Kris McKenzie, Senior Vice President and General Manager for EMEA, Calabrio… Continue reading The breaking point: Keeping the human in customer experience →

By Iain Banks VP, International Markets, TTEC… In my Insight 2018 Q&A with Directors Club NewsWire earlier this year, I said the contact centre and customer service industry will experience the biggest digital shift yet in 2018 as CX brand leaders seek to expand channels, leverage analytics, adopt automation, and integrate the front office with back office operations. Continue reading CX Lessons from 2018 and 4 Trends set to shake up 2019 →