Practical thinking on customer experience, AI, analytics and the channel, plus the latest TelXL product and partner news.
If you've ever pitched AI to a customer and watched their face fall the moment you mention a platform migration, you already know the real ...
Ask a partner how their best, longest-running accounts actually started, and it's rarely with a client signing up for everything at once. ...
Ask most contact centre leaders whether they're "AI ready" and they'll point to a checklist somewhere: cloud infrastructure ticked off, ...
Most partners selling contact centre technology follow the same pattern by heart: you win the deal, you configure the platform, you invoice ...
Ask a reseller how many vendors sit behind their contact centre proposition and the honest answer is rarely one. A CCaaS platform from one ...
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Investing in AI technology is can be about short-term efficiency gains or keeping pace with competitors. However when approached ...
One of the most important distinctions in modern CX technology is the difference between AI hype and AI value. In a market saturated with ...
Customer expectations, operational complexity, and competitive pressure are converging to redefine the role of the contact centre. No ...
Customer expectations have never been higher, and neither has the pressure on contact centres to deliver fast, accurate, and effortless ...
Developing contact centre software takes various roles, functions and skills from design, development, operations, sales, finance, HR and ...
Product updates, partner opportunities and CX thinking, roughly once a month.
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