Customer support is often considered a subset of customer service, but has the industry outgrown this approach? Find out why it’s time to redefine the status quo and deliberately...
Market trends & analysis
In 2022, when we reach out to customers, we really need to make it count. As we make attempts to move on from a reality where lockdowns are the...
Delivering rewarding customer experience (CX) is not just a turn of phrase – it is crucial to organisations’ efforts to build loyalty. Combining human expertise with the precision of...
Email is evolving thanks to Artificial Intelligence. This essential customer service channel now enables more personalisation, better request classification, and automated exchanges, all while retaining its simplicity. But how...
As Europe rethinks its reliance on US technology, data sovereignty, regulatory pressure, and strategic autonomy are reshaping decisions around cloud and communications. What does this shift mean for organisations...
Frost & Sullivan are a well renowned company with a 60-year history of providing businesses with independent actionable insights and growth strategies. ‘The future of customer experience (CX)’ white...
Once the realm of science fiction, talking to a computer has become commonplace. Yet, customer satisfaction with chatbots remains mixed — is generative AI the solution?
With 5G now available in certain cities throughout the UK, it represents an unprecedented technological shift. This means, as it continues to expand throughout the country, companies need to...