Articles & Perspectives

Perspectives on customer experience, AI, contact centre transformation, workforce management and technology strategy, with a focus on the practical implications for business.

Featured Perspectives

Does Microsoft Need to Beat Genesys or Just Be Good Enough?
The changing competitive landscape as CRM, cloud and AI platforms move deeper into the contact centre.
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What Is AI, Really?
A practical explanation of AI, models, agents, governance and what they mean for business.
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Without Workforce Management, AI Doesn’t Create Transformation. It Simply Automates Chaos.
Workforce Management may be the most undervalued technology in the modern contact centre.
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AI Governance: Are We Really in Control.
Is the system we already have actually doing its job and can we prove it?
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I regularly publish perspectives on CX, AI, CCaaS, workforce management and technology strategy on LinkedIn.

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