Blog

Our internal subject matter experts share their thoughts, ideas and insights on everything from the next generation of chatbots to A2P messaging trends.

5 takeaways from our Webinar with Forrester & CA

Key takeaways on accelerating the launch of digital customer service initiatives.
Posted by Alex Klose

4 trends guiding customer service tech investments in 2018

Overcoming digital customer engagement challenges by delivering the omnichannel experience your customers now demand
Posted by Matt Hooper

Infographic: The Digital Consumer Interaction Report

Insights to shape your customer service and contact centre transformation strategy.
Posted by Alex Klose

How to automate 20% of your call volumes in 2018

Customer service automation: How to automate up to 20% of your call volumes in 2018
Posted by Alex Klose

Machine learning vs rules-based chatbots

With the right expectations and a good understanding of the current capabilities and limitations of today’s chatbot technology businesses can use AI to solve a number of customer contact challenges.
Posted by Aditya Challa

Understanding the needs of the digital consumer

UK consumers reveal their thoughts on AI, Chatbots and Customer Service Automation.
Posted by Alex Klose

Pillars of digital CX transformation: Proactive end-to-end journeys

Using proactive end-to-end journeys to convert routine customer communications into revenue generation and customer service opportunities.
Posted by Sudarshan Dharmapuri

Leveraging GDPR in your customer engagement strategy

GDPR will significantly impact businesses in 2018, it’s an opportunity to build trust with customers and drive success.
Posted by Alex Klose

The digital destinations your IT department has to navigate to

Despite the challenges, IT departments are responsible for enabling the digital service transformation journey their business has embarked on.
Posted by Matt Hooper

Listening to the mobile experts

What mobile operators can tell the gambling sector about mobile engagement
Posted by Adam Maxted

Changes in CX are driving the digital agenda for IT

Six key challenges facing IT leaders around CX innovation
Posted by Matt Hooper

Intelligent communications: going beyond the hype

How to make routine customer communications smarter and more cost-effective
Posted by Sudarshan Dharmapuri