- Generative AI in customer service: From chatbots to autonomous agents
by Mark Atterby
Since ChatGPT rose to prominence at the end 2022, CX …
- IKEA’s quest to become customer obsessed
by Mark Atterby
The journey toward genuine customer obsession requires more than just …
- Stop taking calls, start driving value – The 2026 contact centre reset
by Jurgen Hekkink
As we head into 2026, the contact centre is about …
- Why AI Transparency will build brand trust and loyalty in 2026 – Interview with Nicholas Kontopoulos
by Mark Atterby
Failing to disclose an AI interaction, particularly one that results …