Thought leadership
By Gavin Brown
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…
Thought leadership
By Gavin Brown
A roundup of recent coverage of comments from Gavin Brown, Head of Identity at KCOM, relating to the deadline for PSD2 compliance.
Thought leadership
By Chris Cox
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…
Thought leadership
By Ian Sherring
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…
Thought leadership
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…
Thought leadership
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…
Thought leadership
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.
Thought leadership
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.
Thought leadership
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…
Thought leadership
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…
Thought leadership
By Adam Dunn
Business’s relationship with the cloud continues to evolve as companies seek new ways to leverage its power for competitive advantage.
Thought leadership
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…