Five digital security trends to watch in 2021

How web chat and AI became a power couple for customer service

Find out why web chat and AI-powered self-service are better together

Which channel should you use? UK customers have their say

Which channel should you use? UK customers have their say

The tech wishlists of UK contact centre leaders

We explore the technologies CX leaders are preparing to deploy, and why they’re so popular

The fight against fraud

A story of loss and hope for change

Recreating in-store experiences online

AI helps retailers respond to eCommerce spikes and engage customers across digital channels

FCR decline: Is the UK really getting worse at first contact resolution?

How to read the downward trend – and ensure you’re still meeting customer expectations

The 3 most serious COVID challenges in UK contact centres

ContactBabel’s annual study sheds light on the pandemic’s complex impact

Prudential Financial leverages AI-powered technology to prevent fraud, empower their agents and simplify the customer experience

The second session in our virtual fireside chat series, “Client insights and intel”

The DIY revolution and why it matters

Enterprises are taking a new level of control over the customer experience

How to tool-up your contact centre in step with Forrester’s COVID-19 response plan

Contact centre leaders are making technology decisions that will shape CX for years to come

The strategy behind Mercury’s wildly successful virtual assistant

Learn how Mercury created “Hiko”, and boosted customer satisfaction on every channel