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Customer Experience

Customer Journey Orchestration in 2026: Find Your Next Best Action

By Luigi Loconte 8 July 2026

Discover the trends shaping customer journey orchestration in 2026, based on Forrester’s landscape report.

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Customer Experience

From AI Hype to AI Impact: CX Needs to Get Serious

By Mark Grainger 24 June 2026

After years of AI pilots, 2026 marks a turning point. You’re forced to answer a simple question: is your AI actually delivering value?

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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.

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Customer Experience

Trends in Customer Journey Analytics: Reflecting on Gartner Insight

By Karen Waters 28 April 2026

Having been recognised in Gartner’s 2026 Magic Quadrant, here are the customer journey analytics and orchestration trends we’re seeing.

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Customer Service Automation

Why Ethical AI Matters

By Mark Grainger 24 April 2026

AI success isn’t defined by how advanced the technology is, it’s defined by how responsibly it’s used.

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Customer Communications

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.

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