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 →

By Julien Rio, Head of Marketing at Dimelo, a RingCentral Company… As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry. Continue reading Six Trends Shaking Up Customer Care in 2019 →

By Andy Wood, Chairman Go Inspire Insight… Continue reading Putting your SCV to work →