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Simon Brennan

Customer Experience

Conversational AI in 2023: What Is It And Should You Use It?

By Simon Brennan 10 March 2023

Get an up-to-date overview of Conversational AI – including how it works, the pitfalls and the benefits.

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Customer Experience

The Power of an Intent-Driven Contact Centre

By Simon Brennan 2 February 2023

Learn why measuring customer intent could be the single best decision your contact centre makes.

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Customer Service Automation

6 Contact Centre Metrics You Need to Track

By Simon Brennan 7 September 2022

As you adopt a ‘hybrid’ digital-traditional approach to customer service, track these 6 metrics to get a holistic idea of performance – and drive meaningful improvement.

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Customer Service Automation

How to Excel at Customer Service with a Collaborative Contact Centre

By Simon Brennan 23 May 2022

To ensure customer service staff are happy and productive, you need to foster a collaborative approach between digital and offline teams. Here’s how.

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Customer Experience

Personalise Micro-moments to Drive Engagement this Christmas

By Simon Brennan 10 December 2021

Learn how to deliver hyper-personalised customer experiences – cost-effectively and at scale

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Data Orchestration

Consumer Week 2022: 4 Ways Retailers Should Harness Data

By Simon Brennan 25 October 2021

At Consumer Week 2022, we spoke with Hayley Ward, Head of CX and Data at Marks & Spencer, and shared 4 key ways retailers can harness the power of data.

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