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

Is the key to omnichannel in your company structure?

Why putting the customer at the heart of the organisation is crucial
Posted by Matt Hooper

The omnichannel capability gap for telcos

Why telcos are still struggling to achieve omnichannel and what they need to do.
Posted by Thomas Boesen

Evolution and opportunity: the need for telcos to adapt

Why orchestrating omnichannel customer interactions is an essential skill for telcos
Posted by Thomas Boesen

Demystifying customer service for the “Millennial customer”

Is the difference between digital natives and “digital immigrants” really as marked as you think? Noel Lavery of IMImobile looks at how much digital behaviour actually differs between the generations – and what that means for contact centres.
Posted by Noel Lavery

The digital transformation race for telcos

New white paper explores the whats, whys and hows of becoming a truly omnichannel digital service provider.
Posted by Alex Klose

Climbing the digital transformation mountain

New study finds that legacy systems are holding 84% of companies back. Find out how to make omnichannel a reality.
Posted by Matt Hooper

The importance of proactive messaging

How proactive capabilities of digital and mobile channels can help today’s outsourcers – and their clients.
Posted by Matt Hooper

Looking for quick wins with chatbots?

Consumers are finally open to interacting with virtual agents. But how do you choose the right chatbot provider? We reveal the key questions you need to ask.
Posted by Matt Hooper

5 key takeaways from the FoCC conference 2017

In an event dominated by omni-channel, automation and AI, what were the key questions and insights from 2017’s Future of the Contact Centre event?
Posted by Noel Lavery

The digital automation of customer engagement

All watched over by machines of loving grace: The digital automation of customer engagement
Posted by Matt Hooper

What 2017 has in store for Contact Centres

Chatbots, Automation and Data security
Posted by Matt Hooper

Solving the challenges of an omni-channel contact centre

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