Tuesday, September 29, 2020
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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...
ITSM - service delivery

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

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...

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...

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...
Crouching employee, hidden sentiment

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...
Can AI and chatbots help us to be more human?

Can AI and chatbots help us to be more human?

Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...

Managing the modern emotional sale

The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
Service technology convergence

Technology convergence – Joining the dots

Service technology has come a long way, but what is its role in the modern organisation? In the beginning Helpdesk software and contact management software were...