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Digital Innovation and the Power of Analytics

Digital innovation is absolutely critical for any business hoping to succeed in the 21st century...

Managing Collections in a COVID Environment

One of the great challenges in the collections industry is getting the balance right. The...

Creating an optimal customer experience in the retail sector

Over the past few months, as businesses have adapted to the enormous impacts of the COVID-19...

Turning Customer Insight into Action

How often does your company obtain customer insights but not use them in a meaningful way? If...

The other kind of RPA

When we are talking about automation in the CX and contact centre world, we commonly hear an...

Why implementing a customer experience (CX) framework is critical right now

Do you seek feedback from your customers and use those insights to drive business improvement?

The Unfortunate Use Case for RPA

My mantra for business processes is this: Standardise -> Optimise -> Automate -> Eliminate (if...

Accidental acceleration: where to next for the digital safety nets?

It’s a relief to be talking about getting back on track, pick up momentum again, and adapting to...

Preparing your team for today’s conversation – empathy and managing difficult conversations

As I said in my last blog, redeploying teams from face to face roles into a contact centre is a...