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 →

As technology continues to transform the ways companies and customers interact with each other, Geoff Land, Managing Director of contact centre and workflow technology provider Infinity CCS, looks at what contact centre and customer experience professionals will be focussing on in 2019. Continue reading Back to basics for 2019 →

By Claire Sporton, SVP CX Innovation, Confirmit… Continue reading 2019: The year that Customer Experience becomes “do or die” →

Guest Post by Kai Grunwitz, Senior VP EMEA, NTT Security…

Artificial intelligence (AI) is no longer the stuff of science fiction films. It’s already here, driving a Fourth Industrial Revolution that promises to radically reshape the world and society we live in. The changes for the way we live and work is more disruptive than anything since the industrial revolution. Continue reading A false sense of security: why it’s time to get real with AI →