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AI-in-the-Contact-Centre-People-Bots-and-the-New-Customer-Experience
AI in the Contact Centre: People, Bots, and the New Customer Experience
Exponential-e
Infrastructure
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.
blog-header-Maintaining-operational-resilience-in-a-changing-Finance-sector
Maintaining operational resilience in a changing Finance sector
Neil Regan
Company
The Finance sector has always been one of the most dynamic, rapidly evolving industries, and this shows no signs of changing any time soon. But while shifts in the landscape may well open new opportunities, they will also come with new challenges, and it is the organisations who are ready and able to face these head-on who will continue to thrive in the years ahead.
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Data-driven manufacturing - laying the foundation for tomorrow’s interconnected workflows
Exponential-e
Company
Manufacturing workflows are evolving at an unprecedented rate, and the trend shows no signs of slowing down. The increasing effectiveness and affordability of 'smart' technologies and the Internet of Things means IT and OT are increasingly interconnected, with increasing volumes of data flowing between sites and devices on an ongoing basis.
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It is a challenging time for the Manufacturing sector, but focusing on operational efficiency can still provide the leading edge
Exponential-e
Company
The past few years have been challenging for the global Manufacturing sector, with both Brexit and COVID-19 creating a wide range of operational disruptions whose impact is still being felt. Indeed, as recently as January 2023, we saw UK manufacturing shrinking for the sixth consecutive month1.
blog-header-re-coonnecting-society
Re-connecting society – improving prosperity, sustainability, and wellbeing through local connectivity infrastructure partnerships
Stuart Smith
Company
Policymakers have now recognised that world-class digital connectivity and fast internet connections are as essential to the future of the society now as ports, railways, airports, and highways were throughout the last two centuries. Those systems transformed the way people lived and worked, irrevocably changing human conceptions of distance, speed, and time.
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The Pillars of Connected Construction
Roberto Castro
Company
Achieving successful digital transformation across the Architecture, Engineering and Construction Sector.   New technologies are transforming every aspect of how projects are brought from conception to completion across the AEC sector. As a result, numerous leaders across the sector are accelerating their digital transformation plans, embracing the Cloud, AI, big data, and IoT in order to both overcome their immediate challenges and bring their long-term business goals closer.
Cultivating-a-new-breed-of-cyber-security-for-the-new-shopping-experience_2
Cultivating a new breed of cyber security for the new shopping experience
Philip Simpson
Company
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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A steady hand in challenging times - economy proofing the contact centre
Gareth Hayes
Company
There's no doubt that the current economic environment has led to feelings of instability, in both our personal and professional lives. Consumers are feeling the pinch, and with rising inflation and interest rates, they will have no choice but to curtail their spending. The impact on business is similarly far-reaching. Aside from the economic impact of the reduction in spending, there is the very real situation that both employees and customers will be experiencing stress in their personal lives. As a result, many organisations across the public and private sectors are evaluating how to best maintain their service quality under these difficult circumstances. 
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Embracing the pop-up: how to ensure you are ready to meet your ideal customers anywhere
Philip Simpson
Company
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.
Developing-a-new-breed-of-security-to-suit-the-new-ways-in-which-we-consume-content
Developing a new breed of security to suit the new ways in which we consume content
Exponential-e
Company
The way in which we consume content has changed forever. Physical media and prescheduled TV and radio have rapidly given way to the convenience, accessibility, and range offered by streaming services. Independent content creators share the digital stage with the most well-established industry leaders, and numerous organisations have embraced the mantra that 'content is king', utilising online video as a key tool for building engagement with their prospects and customers.
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HMPPS’ Telemedicine programme and the power of technology as a force for social change
Exponential-e
Company
The public sector's relationship with technology is evolving at an unprecedented rate, as familiar legacy systems are increasingly phased out in favour of leading-edge digital infrastructure that offers levels of scalability, sustainability, and operational resilience that would previously have been dismissed as impossible.
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Poor Customer Service in the Contact Centre… It’s Nothing Personal!
Alan Pougher
Company
We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!