This week we were in New York to attend Forrester’s CX NYC, the 10th running of the event, with around 1300 business leaders converging to hear success stories and challenges with all things...

CEO Jonathan Lakin is interviewed by Durtti, a platform for the Artificial Intelligence Group on Linkedin.

New artificial intelligence and machine learning techniques will help telecoms businesses make transformative changes to customers' experiences of their brand. There is a new opportunity to become...

It seems unlikely that telcos are a rich breeding ground for the next set of breakthroughs in AI, but they are, they just don’t know it.

You’ve crafted the email, the tone is right, the grammar correct. But whoa, no send button? Get the idea – your email is all but useless since i) there’s is no connection to the recipient(s) and...

This is the dream: you put vast troves of data to work, accurately predicting each customer’s wants and desires, creating individually tailored marketing, sales, and service. You solve problems...

DIGITAL MARKETING IS INCREASINGLY CROWDED

 If attention is the new currency, there simply isn’t enough of it to go around. Click-through rates are in the gutter, adblock use is growing, free reach...

MAKING USE OF THE DATA EXHAUST

Many customer actions leave a digital imprint — a sort of data exhaust. Content consumption produces weblogs, purchases make transaction records, and smartphones...

These days, the main discernible difference between two telco brands is often the way they treat their customers.