Articles.

• Article

On one side, systems of interaction – tools that manage how agents communicate with customers, from voice calls and chat to social messaging.  

On the other, systems of record – the back-end platforms that store and organise the data that defines the customer relationship, from CRMs to case management systems.

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From the role AI is playing in transforming the risk landscape, with a new class of dynamic threats to data security rooted in generative AI (GenAI) models emerging, to the reputational and operational damage that hallucinations can cause, business leaders need to carefully consider AI in their risk management strategies and policies as adoption ramps up and the technology is deployed more broadly across the business.

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In the rapidly evolving world of customer experience (CX), organisations are under growing pressure to modernise operations, enhance customer engagement, and drive operational efficiency, often through artificial intelligence (AI). Yet, approaches to AI deployment diverge significantly across the market.

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As part of Jaguar Land Rover's "Reimagine" strategy, a comprehensive plan to transform into a modern luxury business with a focus on sustainability and electrification, the company has implemented a contact centre digitalisation strategy with Connect UK to deliver exceptional customer service to its discerning clients.

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At Connect, we’ve built our entire philosophy on this principle. Value isn’t something we tick off a list. It’s about understanding what really matters to our client; what they’re trying to achieve, what’s getting in their way, and what good actually looks like for them.

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For most companies today, high-speed connectivity via fixed-line fibre or 4G and 5G mobile broadband has become commoditised, much like water and power, which means that access to the service is the bare minimum expectation.

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Artificial intelligence (AI) is transforming the contact centre environment, offering a wide range of applications that enhance efficiency, improve customer experience (CX), empower agents, and reduce costs.

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With its ability to complete complex tasks and meet objectives with little or no human supervision, agentic AI is a trending topic in the contact centre industry as operators embrace ways to streamline operations, improve the customer experience (CX) and reduce costs.

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Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.