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Customer Journey

Customer Communications

The Quiet Way Building Societies & Credit Unions Are Modernising Member Journeys

By Colm Dowd 12 August 2026

Building societies and credit unions can connect data, channels, and processes without replacing their core banking system. Read how.

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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 Communications

Why Hybrid AI is the Safest Way to Scale Agents

By Luigi Loconte 14 May 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.

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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 Journey

Mastering Customer Journey Management in 2025

By Luigi Loconte 9 April 2025

Delivering a frictionless customer journey is easier said than done. Businesses often face significant roadblocks that prevent them from providing a truly connected experience.

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Customer Journey

AI-powered CX: Personalisation, Automation and Convenience

By Luigi Loconte 1 April 2025

Integrating AI into customer journeys can help build stronger relationships, increase loyalty, and boost revenue. Here’s how.

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