Aug 22, 2025
There’s no doubt that Agentic AI will transform contact centres, writes Kevin McGachy, head of AI solutions at Sabio Group. What’s less clear – and rarely acknowledged head-on – is how much of that transformation will impact the size, shape, and role of the human...
Aug 19, 2025
Security concerns are changing the way companies approach their customer relationship management (CRM) platforms. By Eldon Bothma, sales executive, and Hayley Blane, Dynamics 365 CE product owner and solution architect, at Braintree The assumptions of a decade ago,...
Aug 13, 2025
Security concerns are changing the way companies approach their customer relationship management (CRM) platforms. The assumptions of a decade ago, where protection was bolted on post-implementation or wedged into existing workflows, are no longer sustainable. Eldon...
Jul 30, 2025
With over 250 000 new mobile apps launched annually across Apple and Google’s app stores, and businesses continuing to push customers to download apps for single-use transactions, the reality of “app fatigue” is pushing customers further away, drowning sales...
Jul 28, 2025
Customer loyalty is a figurative holy grail of business. Why? Long-term customers have a higher lifetime value to companies, while acquiring a new customer can be between five and 25 times more expensive than retaining an existing one. By Riaz Galant, commercial...
Jul 17, 2025
There is no shortage of interest and discussion around artificial intelligence (AI), language modelling and other exciting new technologies in the context of business communications. However, the best way to see these technologies is that they are tools to achieve an...
