Editorial Calendar – Upcoming Features Schedule for 2025 / 26

Contact Centre & Channels

• How Voice AI is Revolutionising Customer Service: Exploring how Voice AI is transforming inbound and outbound calls by providing immediate, 24/7 support and handling high-volume, repetitive queries.
• Beyond the Hype: How AI is Truly Transforming CX in APAC: An in-depth look at what “AI-powered CX” actually means. Use examples to demonstrate practical applications like conversational AI, agent assist, and predictive analytics.
• Choosing the Right CCaaS Platform: A guide on what to look for when selecting a provider, including features, pricing models, scalability, and integration capabilities.
• Improving Agent Experience and Reducing Burnout: How contact centre technology can be used to streamline workflows, provide better training, and support agent well-being.
• Security and Compliance in a Cloud-First World: A look at the security measures and compliance standards that modern CCaaS providers should offer to protect sensitive customer data.
• The Omnichannel Imperative: Creating a Seamless Customer Journey: Discussing the importance of a consistent customer experience across all channels (voice, chat, email, social media) and the platforms that make it possible.
• Hyper-Personalisation and data-driven decisions in the Contact Centre: How data, analytics, and AI are being used to tailor customer experiences in real-time, improving satisfaction and loyalty.
• Generative AI in Customer Service: From Chatbots to Autonomous Agents: A deep dive into how generative AI is creating more human-like interactions, powering virtual assistants, and summarising post-call work.

Customer Insights and data

• From Data Piles to Actionable Intelligence: How Generative AI is transforming unstructured feedback (social media posts, chat transcripts, reviews) into clear, actionable insights at a speed and scale previously impossible.
• The Rise of the “Sentiment Super-Agent”: Exploring how emotionally-aware AI is moving beyond simple positive or negative sentiment to understand the nuanced emotions behind customer feedback, like frustration, delight, or confusion.
• Predictive Analytics: Anticipating Customer Needs: How companies are using AI and machine learning to predict churn signals, identify upselling opportunities, and proactively solve customer problems before they even arise.
• The Ethical Frontier of AI in VoC: A discussion on the critical issues of data privacy, algorithmic bias, and ensuring a human-in-the-loop approach to AI-driven insights to maintain trust and empathy.
• Beyond the Survey: Creating a Continuous Feedback Loop: The shift from relying on traditional, one-off surveys to a dynamic, real-time system that integrates feedback from every touchpoint, including in-app behavior, support tickets, and online communities.
• VoC for Business Growth: Moving the VoC program from a reactive customer service tool to a strategic asset that drives product innovation, marketing strategy, and overall business growth.
• The Feedback-to-Loyalty Pipeline: How a robust feedback management system can directly increase customer retention and advocacy by making customers feel valued and understood.
• Trust as a Competitive Advantage: In an age of heightened privacy concerns, businesses can build customer trust by being transparent about how their data is collected, analysed, and used to improve their experience.

Employee Experience

• Upskilling in the Age of AI: How organisations can effectively prepare their workforce for the future by focusing on reskilling employees to work alongside AI, rather than being replaced by it.
• Creating a “One-Stop-Shop” Digital Workplace: The shift from a fragmented ecosystem of various digital tools to a seamless, integrated platform that centralises all employee needs, from onboarding to career development.
• The Rise of Workplace Activism: A look at how employees are increasingly expecting their employers to take a stance on social and environmental issues, and how this influences hiring, retention, and company reputation.
• Authentic Leadership in a Digital Age: Why employees are demanding more genuine and transparent communication from their leaders and the consequences for organisations that rely on overly curated, corporate messaging.
• A Focus on the “Whole Person”: The shift from viewing employees as just workers to supporting them as individuals with lives and responsibilities outside of the office.
• The Rise of the AI “Co-Pilot”: How AI tools are no longer just for automation but are becoming embedded in daily workflows to enhance productivity and creativity. This includes topics like generative AI for content creation, intelligent communication platforms, and data-driven insights for managers.
• The Ethical Implications of AI in EX: A look into the crucial discussions around data privacy, bias in AI-driven performance reviews, and the importance of human-centric leadership in an increasingly automated workplace.

• Customer Journey Mapping
• Employee experience
• AI, Robots and Machine learning
• Customer service and success
• Marketing and brand experience
• CRM Tools & Strategy.
• Customer data, analytics and insights
• Contact centres & channel management
• e-Commerce
• Digital transformation and change management
• Customer experience design & strategy