AI is increasingly becoming a mainstay of customer experience as companies look to meet the speed and convenience expected by the modern customer. No wonder, AI can be invaluable in deploying data analysis to inform customer interactions. At its best, AI empowers agents to deliver a personalised [...]

There's no one-size-fits-all A few days ago, at a sales and marketing event, there was an interesting debate about why some technology trends mattered more than others. It started with the importance of cloud communications for mid-market businesses and how CIOs could use it to boost business ca [...]

Equipping frontline council staff with digital tools to deliver better citizen outcomes A few months ago, I wrote about the exceptional experience I got from Amazon’s customer services (read Six Steps for Citizen-Centric Experiences in the Expectation Economy blog). That is the same expectat [...]

Is your business AI-ready? As legacy systems have struggled to meet the speed expected by the modern customer, the introduction of artificial intelligence (AI) into the contact centre has allowed customer service departments to regain the upper hand.> More and more contact centres are adopting [...]

Innovation and the "entrepreneurial state"  When people talk about technology adoption and innovation in the public sector, it’s common to hear sarcastic comments, followed by various adjectives for “ineffective”, “wasteful” or “unproductive”. However, I came across a thought-provoking book [...]

What challenges did this public sector organisation have? Like many public sector bodies, they told us that making efficient use of existing resources was a key priority. The organisation's old contact centre system was not fit for purpose. The agency was receiving over 20,000 inbou [...]