Our blog

• Do consumers prefer text-activated or voice-activated chatbots?
• What the latest Contact Centre Standard BS EN ISO 18295 tells you
• Understanding data and statistics: six pieces of guidance
• Why is customer service more popular than ever?
• Using research to steer through these uncertain times
• Why are we witnessing the ‘averagisation’ of customer service?
• Strategies for researching CX opportunities in 2019
• Why great thought leaders are great and PR-aped opinion leadership is not
• After 7 years, how is the Internet of Things changing customer experience?
• Algorithms and Big Data: Are they enough to make good business decisions?