There’s no denying that digital transformation has been accelerated by the COVID-19 pandemic. As businesses have transitioned to a mix of on-and-off-site working, they have also relied more on cloud computing as a way to access and store data – data that may be sensitive or business critical. Many businesses have chosen to adopt a private cloud model for at least some of their cloud deployments because it is supposed to offer higher security levels. However not all private cloud solutions offer the same level of security. Continue reading 5 key security points to consider for when choosing a private cloud solution →

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI)… Continue reading What came first COVID-19 or poor customer service? →

Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact centre than ever before. Amanda Riches, Senior Director of Professional Services EMEA at Medallia, discusses why now is the time to implement speech analytics into contact centre operations, to better understand the end-to-end customer experience and prevent customer churn… Continue reading Why speech analytics are key to contact centre success post-pandemic →

Matt Parker, CEO of Babble explains why implementing flexible customer experience solutions has never been so critical… Continue reading The Value of Customer Loyalty at Times of Crisis →

Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains… Continue reading Desktops, dashboards and human centred design for improved agent and customer experience →

The use of artificial intelligence (AI) is a central element of the digital transformation process at the BMW Group. The BMW Group already uses AI throughout the value chain to generate added value for customers, products, employees and processes. Continue reading Seven principles for AI: BMW Group sets out code of ethics for the use of artificial intelligence →