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The 2026 tightrope – The four friction points threatening AI ROI and customer empathy
By Mark Atterby
Striking a balance between the continuous pressure for cost efficiency and the undeniable need for…
AI and hyperscalers trigger historic shift in contact centre and CX technology market, new research finds
By Mark Atterby
The enterprise contact centre market is undergoing its biggest structural shift in more than a…
Across APAC, most executives I meet have no shortage of ambition. They talk about hyper‑personalisation,…
Managing the next-gen army of humans and bots – The future of Workforce Management (WFM)
By Mark Atterby
Three decades ago, the contact centre industry was bound to physical facilities. In these bustling,…
Dashboards have long been the control tower for customer experience, helping teams see where customers…
As artificial intelligence becomes more deeply embedded in everyday digital experiences, companies are facing a…
From transaction to concierge – How Our Vacation Centre is re-engineering global CX with AI
By Mark Atterby
For global travel and hospitality brands, customer experience (CX) is a complex, multinational orchestration of…
Is providing faster, more responsive customer service via your contact centre a priority for FY2027?…
The compounding cost of delay – Why waiting until 2029 for AI readiness is a losing strategy
By Harry Yu
Singapore’s plan to train 40,000 tech professionals in agentic AI by 2029 is a serious…
With a new financial year fast approaching, optimism is in short supply across Australia’s commercial…