The average incident takes nearly three hours to resolve and rising costs of incidents are largely compounded by lack of automation 90% of IT leaders reported that outages or disruptions have reduced ...

Eighty-five percent of customer service leaders will explore or pilot customer-facing conversational generative artificial intelligence solutions this year, according to a survey by Gartner. The ...

Nearshore Business Solutions expands placement to sales managers, customer success managers, and customer support ...

Gil Feig is the Co-Founder and CTO of Merge, a leading unified API platform. Previously, Gil was the Head of Engineering at Untapped. Deciding whether to outsource your customer-facing integrations ...

Exclusive content, detailed data sets, and best-in-class trade insights to rewrite your portfolio for tomorrow. TradeTalks covers CES 2025. Danny Tomsett, CEO of UneeQ Digital Humans, joins Jill ...

The numbers are sobering. Organizations invested $47 billion in AI initiatives during the first half of 2025, yet 89% of that spend delivered minimal returns. Most projects collapsed under the weight ...

Building a culture where employees feel engaged, supported and productive is hard enough. But when you throw in customer-facing roles, the difficulty increases exponentially. This is because ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

In 2026, we will see the nation lean into AI-first thinking as companies consolidate platforms, simplify processes, and place experience and trust at the centre of organisational decision-making. The ...

Contact centers have been the overlooked application during the industry discussion of IP telephony. Contact centers offer perhaps the tightest link between communications and business process – a ...