Thought leadership

24 September 2019 / 4 min read

In today’s fast-paced business landscape, every day is a juggling act. Compliance, external threats and poor customer experience can all threaten to drag your organisation down if not managed effectiv…

Continue reading

Thought leadership

19 September 2019 / 2 min read

A roundup of recent coverage of comments from Gavin Brown, Head of Identity at KCOM, relating to the deadline for PSD2 compliance.

Continue reading

Thought leadership

16 September 2019 / 6 min read

The world of contact centres is starting to change. Traditional IT has seen a dramatic shift to the cloud over the last couple of years, but the contact space has lagged. The momentum is finally start…

Continue reading

Thought leadership

12 September 2019 / 6 min read

Councils need to modernise their services so are trying to embrace new digital capabilities, but many don’t have the finance to invest in new private systems. So what do councils do? Does the answer l…

Continue reading

Thought leadership

11 September 2019 / 3 min read

When deployed carelessly, automation can erect a barrier between a company and its customers and deliver a diminished or unfair experience to the most vulnerable. Organisations must have the safeguard…

Continue reading

Thought leadership

03 September 2019 / 3 min read

In the fast-moving new age of communication, what role does the call agent have? With the steady decline of call interactions and the emergence of channels that need no human intermediary, are agents…

Continue reading

Thought leadership

28 August 2019 / 3 min read

Getting omnichannel right is a top priority. Customers have grown more demanding and they’ve never had more choice. If you can’t provide the support they need, then they can always go somewhere else.

Continue reading

Thought leadership

20 August 2019 / 5 min read

Is AI worth the hype? Many organisations leap before they look, eager to chase the latest trend, but AI is like any technology investment and should be treated with care.

Continue reading

Thought leadership

07 August 2019 / 4 min read

Say ‘cloud’ and by now anyone in the tech sector – and a good few people outside it – will be able to rattle off the benefits. Security, scalability, flexibility, resilience, cost-efficiency. Cloud is…

Continue reading

Thought leadership

06 August 2019 / 6 min read

When we hear “AI”, we know we’re supposed to see it as the answer to any and all business problems, whatever the industry. However, there are good business reasons why AI remains in the realm of hype…

Continue reading

Thought leadership

30 July 2019 / 7 min read

Business’s relationship with the cloud continues to evolve as companies seek new ways to leverage its power for competitive advantage.

Continue reading

Thought leadership

04 July 2019 / 3 min read

Firstly, to clarify the definition of what we’re asking, Cloud Optimisation is: the ongoing process of improving your cloud workloads to make optimal use of cloud products and services to deliver secu…

Continue reading