Insights

I've been measuring things for nearly a decade. I started in market research, moved into business cases and value consulting. Along the way I’ve found myself consistently asking my customers: What do you want to do? How do you want to do it? How will you measure it? In light of the pace of change in this time, what's striking to me is how much has stayed the same. The fundamentals haven't moved. Everyone still cares about baseline plus uplift equals new number. A clear befor

At GetGo, delivering exceptional support is non-negotiable — our users expect it, and we hold ourselves to it. Recognising early that AI would be central to scalable, high-quality service, we sought a partner who could make that vision a reality. Level3AI gave us the confidence to commit fully, and Emily has delivered — reinforcing our vision for the future of shared mobility. - Deyao Ang, Chief Operations Officer @GetGo Overview GetGo is Singapore's largest car-sharing platf

MaxContact just published their Voice of the UK Consumer 2026 report — and the picture it paints for contact centre leaders is both urgent and actionable. We surveyed 1,000 UK adults who had interacted with a contact centre in the last 18 months. The findings reveal something that goes beyond wait times, channel preferences, and AI adoption. This year, the biggest barrier to customer contact isn't the interaction itself - it's getting consumers to engage in the first place. T

More than ever, quality of service makes the difference for a contact center. But how do you ensure that every customer interaction lives up to expectations, when you’re managing high call volumes? This is what Automated Quality Monitoring (AQM) is all about, revolutionizing the way companies evaluate and improve their customer conversations. Based on artificial intelligence, AQM automatically analyzes 100% of interactions across all channels. AQM puts an end to time-consumi

AI is rapidly transforming customer service, redefining how businesses interact with their customers. Among its many applications, the intelligent virtual agent stands out as one of the most strategic and impactful tools. Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service requests without human intervention. Available across multiple channels, this digital assistant understands natural language, adapts to context, and delivers r

After all, recent studies show that 66% of customers expect that companies will understand their needs. This is why companies that orient their operations towards this are 60% more profitable than the rest. The main components of good CX are: Understanding the target customer’s mindset before making the purchase. Mapping the customer journey from awareness to fulfillment. Removing pain points across channels for conversion and retention. Successfully managing the digital cust

A lot goes into running a thriving contact center, like resolving customer issues, end-of-call wrap-ups, answering customer questions, and agent training. Fortunately, technology is advancing rapidly, and artificial intelligence (AI) is paving the way for call centers to become more efficient and better serve customers. Zoom’s State of AI in Customer Experience (CX) 2025 report reveals that 64% of companies that are using AI for call centers enjoy a positive ROI, while 79% sa

Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently...

Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation. NEW YORK, NY — October 30, 2024...

The axiom "you can't manage what you don't measure" is particularly true of customer experience (CX), but the multi-faceted nature of CX...