Ian Miller 
The CCMA (Contact Centre Management Association) has announced the findings of its 2026 UK Contact Centre Salary Guide. The report reveals increasingly complex roles in the contact centre industry..
Avaya has announced the launch of Avaya Nexus, a next-generation, cloud-native communications platform engineered specifically for high-stakes environments where downtime is not an option..
Netigate has appointed Kees Wolters as Group Chief Marketing Officer. Wolters, co-founder of the digital feedback platform Mopinion, joins the role following Netigate’s acquisition of the company..
In a move that signals a shift toward greater transparency in the AI-driven landscape, CallRail has announced it is the first lead engagement platform in its category to achieve ISO 42001 certification..
Krisp has announced the launch of its new Customer Accent Conversion capability, a real-time, inbound AI solution designed to bridge the comprehension gap between contact center agents and customers..
1mind, the company behind AI “Superhuman” – digital teammates that act as across voice, video, and text – is partnering with Clari + Salesloft to bring real-time, AI-powered revenue orchestration to enterprise sales teams..
According to Metrigy’s Customer Experience Optimization 2025-26 – Consumer Views study, the appetite for AI remains remarkably low. 84.7% of participants said they would prefer interacting with a human..
Accenture has announced a definitive agreement to acquire Ookla, a global leader in network intelligence, competitive benchmarking, and customer experience (CX) analytics..
SAP SE has appointed Thomas Saueressig as Chief Customer Officer to lead its new Customer Value Group. Launching April 1, the unified Board area aims to streamline the company’s CX and delivery models..
The gap between a good customer experience and a great one rarely comes down to a single touchpoint. Great customer experiences start on the inside. Learn how to align your teams to deliver consistent, exceptional CX..
Formula 1 is accelerating its digital transformation strategy through an expanded partnership with Salesforce, launching a new AI-powered fan companion agent designed to deepen engagement across its global audience..
AI is changing customer service fast—but human agents still matter. Could human-in-the-loop service be the next step? Discover what the future holds for human-in-the-loop support models and how to prepare..
Learn how strong Amazon FBA customer service protects your metrics, builds reviews, and gives you a lasting edge over the competition.
Advanced customer service isn’t just a nice-to-have. It’s becoming the primary driver of loyalty, referrals, and long-term revenue growth. Here’s how auto transport companies can raise the bar.
Business video conferencing has emerged as one of the most practical ways to strengthen internal customer service. Here’s how it makes a measurable difference and why it’s worth prioritizing.
From snail mail to telephone and from email to instant messaging, one thing remains constant; customers expect a high level of customer care. Here, we look at social media customer care, and how it can be used to create authentic CX..
Nextiva provides powerful and efficient communication solutions for businesses, offering VoIP services, team collaboration tools, and more. However, it’s natural to have questions or need support when setting up or managing your services. Whether you’re an existing customer or just considering Nextiva’s offerings, connecting with their customer service team is easy. Here’s everything you need … Read more
By leveraging data, pattern recognition, and automation, AI empowers businesses to not only detect but also proactively address the needs of vulnerable customers. Here’s how AI can help vulnerable customers..
Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge..