Insights

It's no secret that the pace of change in the CX world has accelerated at breakneck speed. I've been in the space for 5 years and in that time the meaning of "transforming CX" has shifted from collecting more data to personalization, from personalization to content operations, back to personalization, then to generative AI and now to agentic AI. It feels a bit like being in the driver's seat of a Formula 1 car. You're at the wheel, going hundreds of miles per hour, cars zoomi

New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority. The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year. The report,

Organizations are investing in AI solutions to improve their support operations and customer experience, but only 25% of AI projects have delivered their promised ROI, according to an IBM survey of over 2000 CEOs. While there are many reasons AI projects fall short, data privacy and security concerns are often a major culprit. In many cases, a support team evaluates and pilots an AI solution based on features, but their security, compliance and legal teams shut the project d