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AI in the Contact Centre: People, Bots, and the New Customer Experience

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In the space of just a few short years, Artificial Intelligence (AI) has gone from being a somewhat niche field, to front and centre in the public consciousness. With the rise of ChatGPT and similar platforms, there is much speculation about where this technology is heading, and what its impact will be on our personal and professional lives. Indeed, organisations across numerous sectors are already exploring the different ways it can be utilised to reduce costs, optimise efficiency, and improve service quality.

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Adversity into opportunity: transforming the legal sector’s view of IT

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It's impossible to overstate the impact COVID-19 has had on businesses throughout the UK, forcing organisations to rethink their approaches to work, and – in many cases – redesign their infrastructures to accommodate the Government's new requirements for remote working. The legal sector is no different, but has been hit especially hard, due to the preponderance of cumbersome legacy systems that need to be migrated and updated, and a generally slow rate of digital transformation across the entire industry.
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Cultivating a new breed of cyber security for the new shopping experience

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Retailers - be they small local shops, online sellers, or top global brands - generate, transfer, and store more data than ever before, ranging from customer data (both online and in-store, as we have considered in previous articles), to supply chain and asset tracking data. Whether it's shopping online or utilising in-store apps to access the latest savings and special offers, the way customers shop has fundamentally changed forever, with the data they generate online and in person allowing retailers to build up unique personas that drive truly bespoke experiences.

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The pub of the future: the data-driven transformation of a great British institution

The pub of the future: the data-driven transformation of a great British institution

Like many fixtures of our lives, Britain's pubs were heavily impacted by COVID-19, with their familiar patrons unable to come in for a post-work drink, or meet with friends at the weekend. But while it was undoubtedly a difficult period for the industry as a whole, this great British institution did as it has always done, and adapted to suit its patrons' evolving requirements.

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Balancing safety, security, and unforgettable welcomes in the Pub of the Future

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Like many longstanding institutions, Britain's world-renowned pubs are undergoing their own digital transformation journey, utilising leading-edge technologies to offer truly personalised experiences to patrons of all ages and backgrounds - from longstanding regulars visiting for their usual pint, to families looking for a meal, and young professionals working on the go. It's an exciting time for the sector as a whole, but at the same time, the drive for modernisation must not come at the expense of patrons' safety and enjoyment.

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Embracing the pop-up: how to ensure you are ready to meet your ideal customers anywhere

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The Retail sector is more diverse, dynamic, and rapidly changing than any other time in its history. This not only encompasses the way customers make their purchases – with online shopping, click-and-collect, and in-person shopping all converging to offer true, end-to-end experiences – but also the way retailers open and operate new sites. Whether this means trendy pop-up shops, kiosks at other brands' locations, or booths at events, retailers from up-and-coming start-ups to global leaders are no longer relying on fixed high-street locations to welcome their customers and put their wares on display, instead making sure they are present wherever their ideal customers are, and fully prepared to offer a world-class experience that builds brand recognition and loyalty.

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Why SASE is so important in the new, data-driven retail landscape

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With fundamental shifts in consumer behaviour, changing economic conditions, and a rapidly evolving regulatory environment, it's a challenging but exciting time for the UK's retail sector, and technology has a key role to play. In particular, advances in IT and networking solutions are empowering retailers to enhance their operational efficiency, improve the customer experience, and retain their competitive edge in an increasingly online and interconnected world.

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Why Legal firms are the natural home of hybrid Cloud infrastructure

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Although digital transformation amongst Legal firms has typically been comparatively slow compared to other sectors, the journey has picked up speed over the course of the last decade.

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