An X-obsession for change
Why should we all be 'X' obsessives?
Let’s level-set an emerging obsession that companies, enterprise solution vendors, consulting firms, C-level executives and many others have with...
From the mosh pit to the stage – the rock ‘n’ roll of ITSM
No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage.
The headlines being written...
Wearables and CX – wearing your emotions on your sleeve
The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
Speech intelligence for the masses
Why customisation and quality no longer break the bank
I like cars and I am certainly not the only one. In this complex world of...
Is your digital nervous system efficient, effective and fully fit?
Andrew White tackles the obstacles along an automated digital assault course.
I don’t know who I feel more sorry for, the customer or the supplier....
How Conversational Intelligence plays a pivotal role in your digital transformation strategy
Every organisation is at a different maturity stage in their digital transformation strategy but, one thing is for sure, even some of the most-mature...
AI Spaghetti – How to achieve better AI outcomes for your business
Understanding that AI is often not able to provide the instant solution you were looking for is a tough lesson to learn. There are, however, key steps that you can take to improve AI outcomes for your business.
Crouching employee, hidden sentiment
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
Your customer is unhappy and your staff are frustrated
How conversational intelligence can help everyone to have a more positive experience
It could be something small, an issue that has been left to develop...
Automation will not silence the human voice…
…but it can help agents to connect with customers in a more effective and efficient way.
2020 has been tough. The Coronavirus pandemic has completely...