Blog

How to Support Consumers through the Motor Finance Redress Scheme

By Colm Dowd 15 April 2026

The FCA’s motor finance redress scheme has a huge scope. How can financial firms manage, so they comply properly while supporting customers? Read on.

Customer Communications

Enabling Hyper-Personalisation with AI-powered CRMs

By Rachel Ryan 9 April 2026

By harnessing AI, you can move beyond one-size-fits-all marketing and deliver genuinely relevant interactions. Read about 4 CRM developments.

Operational Excellence

Agentic AI: Is it the End of ‘Dead End’ Bots?

By Luigi Loconte 4 March 2026

Agentic AI is set to transform customer service far more fundamentally than earlier AI waves. But there are risks as well as rewards.

Customer Experience

AI Predictions 2026

By Luigi Loconte 23 February 2026

The era of costly AI experimentation is ending. What comes next will separate the organisations that scale AI successfully from those that quietly pull the plug.

Customer Experience

2026 Customer Experience Predictions: Rebuild or Risk Irrelevance

By Mark Harris 28 January 2026

2026 isn’t the year to tinker with existing customer experience models: it’s the year to fundamentally rethink how CX creates measurable business value.

Customer Service Automation