Article Archives

Article

28 January 2026

Why Most Retail AI Projects Are Failing — And What Ready Organisations Do Differently

This article was first published on 21st January 2026: Why most retail AI projects are…

Joseph Murfin

Article

28 January 2026

Why AI Readiness Is the Biggest CX Challenge of 2026

This article was first published on 9th January 2026: Autonomy without accountability: The real AI…

Joseph Murfin

Article

28 January 2026

New Year’s Resolutions: Getting Your Contact Centre ‘AI Ready’ in 2026

This article was first published on 9th January 2026: Getting Your Contact Centre 'AI Ready'…

Joseph Murfin

Article

15 January 2026

When AI takes the wheel, someone still has to steer the contact centre

There's too much data in contact centres. Dashboards, charts, heat maps and sentiment scores look…

Joseph Murfin

Article

15 January 2026

The five skills AI can’t replace, but keeps revealing

You can tell a lot about a contact centre within five minutes. The dashboard won’t…

Joseph Murfin

Article

10 June 2025

The Silent Dropout Risk Universities Can’t Ignore

This article was first published on 9th June 2025: https://www.fenews.co.uk/fe-voices/the-silent-dropout-risk-universities-cant-ignore/ University should be one of the most…

Joseph Murfin

Article

19 November 2024

Voice AI: balancing innovation with realism

This article was first published on Technology.org on 19 November. Written by Tatum Bisley, Product…

Tatum Bisley

Article

12 November 2024

How DE&I and technology are reshaping contact centres

This article was first published in The HR Director on 15th November. DE&I is changing…

Eleanor Morden

Article

28 October 2024

Driving real value with AI

This article was first published on CommsBusiness on 28 October 2024. Jason Roos, CEO of…

Eleanor Morden

Article

4 September 2024

77% of Contact Centres Still Rely on Voice as Primary Channel: Is It Time for a Change?

This article was first published on the Contact Centre Forum on 4 September. A recent…

Eleanor Morden

Article

Why Most Retail AI Projects Are Failing — And What Ready Organisations Do Differently

Why AI Readiness Is the Biggest CX Challenge of 2026

New Year’s Resolutions: Getting Your Contact Centre ‘AI Ready’ in 2026

When AI takes the wheel, someone still has to steer the contact centre

The five skills AI can’t replace, but keeps revealing

The Silent Dropout Risk Universities Can’t Ignore

Voice AI: balancing innovation with realism

How DE&I and technology are reshaping contact centres

Driving real value with AI

77% of Contact Centres Still Rely on Voice as Primary Channel: Is It Time for a Change?

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