Insight Archives - Page 4 of 6

Framing CX Investment as a Strategic Imperative

Gareth Monday 5 May No Comments

As businesses face rising operational costs and economic uncertainty, tkg highlights the importance of positioning Customer Experience (CX) technologies as essential to long-term business sustainability has become critical. Rather than…

Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months

Gareth Thursday 1 January No Comments

Looking to the year ahead, the UK contact centre industry is entering a defining phase. The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping…

Looking Back: Contact Centre & Customer Services Summit Highlights

Gareth Wednesday 1 January No Comments

Last year’s Contact Centre & Customer Services Summit brought senior leaders together for two days of focused learning, strategic discussion and meaningful connection. Delegates took part in pre-arranged one-to-one meetings with solution providers, allowing…

Consumer Duty – A Catalyst for Transforming Insurance Operations

Gareth Friday 7 July No Comments

Insurers are facing a pivotal opportunity to reimagine their operations, improve customer experiences, and reduce costs – driven by the regulatory shift brought about by Consumer Duty. Far from being…

UK Employment Law Changes – Six Considerations for Contact Centres

Gareth Friday 7 July No Comments

From statutory sick pay to sexual harassment and unfair dismissal, major employment law changes are underway in the UK. In the latest episode of the CCMA’s Informer podcast, Peninsula UK’s…

The New Customer Experience Challenge – Creating Digital and Data–Led Interactions

Gareth Thursday 7 July No Comments

Conversational generative AI agents are revolutionising insurance customer service by delivering personalised, instant support across multiple channels. Powered by natural language processing and machine learning, AI streamlines claims, policy management…

From Cost Centre to Competitive Edge: How Contact Centre Data Drives Strategy

Gareth Friday 7 July No Comments

Why is the department with the most direct customer contact so often the least leveraged for strategic insights? Contact centres have long worn the unflattering label of “cost centres” –…

From Front Line to Future Leader: What it Takes to Step Up

Gareth Friday 6 June No Comments

The American businessman and activist Ralph Nader once said that, “The function of leadership is to produce more leaders, not more followers”. Encouraging the next generation of contact centre professionals…

Growing Leadership from Within – Why it’s Worth the Investment

Gareth Friday 8 August No Comments

Every experienced manager will recognise the pattern: two teams facing identical challenges, yet one thrives while the other struggles. More often than not, the difference isn’t about resources or talent,…

Why Embedding Customer Experience From Day One is Key to Business Success

Gareth Wednesday 5 May No Comments

In today’s competitive landscape, integrating Customer Experience (CX) into a business strategy from day one is essential for long-term success. Many organisations overlook CX early on, treating it as an…

Insight Category: Insight

Framing CX Investment as a Strategic Imperative

Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months

Looking Back: Contact Centre & Customer Services Summit Highlights

Consumer Duty – A Catalyst for Transforming Insurance Operations

UK Employment Law Changes – Six Considerations for Contact Centres

The New Customer Experience Challenge – Creating Digital and Data–Led Interactions

From Cost Centre to Competitive Edge: How Contact Centre Data Drives Strategy

From Front Line to Future Leader: What it Takes to Step Up

Growing Leadership from Within – Why it’s Worth the Investment

Why Embedding Customer Experience From Day One is Key to Business Success

Quick Links

Resources

Contact Us