CX

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...

Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce. Service management people Every time you stand still long enough to look at our...

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....

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...

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

The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...

…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...

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.

If you’re part of an IT organization today, chances are you’re wrangling more AI tools than you have coffee mugs...

To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave Customer Relationship Management (CRM) vendors...