Simon Brennan, Author at Engage Hub

Agents, Chatbots or Both? The Future of AI Customer Service

By Simon Brennan 10 August 2026

Discover the key differences between AI agents and AI knowledge base chatbots – and how combining them can transform your customer journey strategy.

Customer Experience

The Rise of Hybrid AI in CX: Scaling Intelligence Without Losing Control

By Simon Brennan 1 July 2026

The question isn’t whether AI can handle customer interactions, but how you can scale it effectively, responsibly, and intelligently. That’s where hybrid AI comes in.

Customer Experience

What Ofgem’s Regulatory Shift Means for Energy Providers

By Simon Brennan 15 June 2026

Customer service in the energy sector will now be judged by outcome quality, not process completion. This creates an opportunity to modernise engagement. Read more.

Customer Experience

How to Turn Festive Pressure into Customer Loyalty

By Simon Brennan 10 December 2025

The festive period is a golden opportunity for brands to delight customers, but it’s also a time of intense pressure. Here’s how you can make sure your customer experience (CX) sparkles this Christmas.

Operational Excellence