Prior to 2020, customer personalisation was a nice thought. However, the global pandemic shifted everything. Customers and businesses made the swit...

The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived...

Today's digital fluent customers have high expectations and are the least loyal of all groups. Great CX is the key to retaining digital-fluent cust...