Last year, the chief executive of Indian technology firm Tata Consultancy Services, K Krithivasan, told the Financial Times ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

One of the most hotly debated subjects at this year’s World Economic Forum in Davos concerned the risks posed by technology to jobs, political stability and cyber security. Disruptive technologies ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

As International Customer Service Week (6th–10th October 2025) draws near, it’s clear that the very nature of customer service has undergone a profound transformation. It’s no longer simply about the ...

You can use AI in your call centre to create automatic transcripts of any call, with the key points summarised so you can ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

Amazon, which has laid off more than 27,000 staff since 2022, has been leaning heavily on AI. Customer service which has for long been synonymous with long queues, IVR loops and endless call transfers ...