Insights

The transformation trap In a digital world, the contact centre is no longer the only front door. The real CX failure is happening across your whole operation and the fix can’t start with the platform. The contact centre is not the problem You upgraded your contact centre platform. Maybe you deployed new CCaaS. Possibly an AI chatbot. And contact volumes haven’t fallen. Costs haven’t moved. Agents are still overwhelmed. What went wrong? Nothing went wrong with the technology.

Gamma experts share their thoughts on how AI will influence CX going forward. Artificial intelligence has become the catalyst forcing organisations to rethink operations. Customer journeys are being redesigned, and teams are rethinking on how best they can work together. In terms of customer experience (CX), it isn’t simply just another layer of technology added on. AI within CX has become a key topic for debate. Exciting in potential, yet daunting in practice. With customer

In this blog, you’ll learn: How AI is transforming CX, and why future-ready networks are critical. The role of robust infrastructure in delivering reliable AI-powered CX. Why assessing and strengthening digital foundations protects customer trust and maintains competitiveness. Modern customer experience is increasingly shaped by AI. We’re seeing its usage within the likes of automated service agents and predictive decision-making. But no matter how advanced these tools become

Omnichannel customer service—which aims to deliver one seamless, continuous experience across all channels—has become the gold standard in recent years. Today, 73% of customers switch between at least three channels in their journey, while 80% say the experience matters as much as the product itself. However, only 45% say they’re “satisfied” with the quality of support they receive. To meet rising customer expectations, companies are turning to AI-driven solutions to boost bo

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,

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

Businesses are under immense pressure to deliver exceptional customer experiences (CX), with the contact centre the key to delivering...

With so many choices at their fingertips, customers can easily switch to a competitor. So, how do you ensure they stick around? The...

As we enter 2025, Customer Experience (CX) remains a key driver of business success, directly impacting growth, loyalty, and...

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

What happens when your CX strategy isn’t built to grow? Failing to invest in scalability can cripple your customer experience, leaving...

CX is a critical business strategy that directly impacts revenue, customer retention, and brand loyalty. 80% of customers say experience...

In today’s fast-paced digital landscape, delivering exceptional customer experience (CX) is more critical than ever. Recent incidents...

When designing and maturing a VOC program, there are a slew of best practices and approaches to consider that will help ensure you are...

As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...

I believe that a key ingredient to exceptional customer experiences lies in the empowerment of our customer experience agents. When we...

Ever wonder what you would do with one extra day? That's the gift a leap year gives us every four years—when the calendar delivers 29...

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...

2024 is the year of AI, and NICE is leading the way with new capabilities using its purpose-built AI, Enlighten. Last week, NICE...

There’s always talk about customer experience and spending, but is the ROI there? Numerous studies show customer satisfaction leads to...