The worrying state of the European contact center space bit.ly/43jOXam

PODCAST: A look inside a punk-inspired contact center – Interview with David Powers bit.ly/3TvA69l HT: @caffeinatedcx

NEW: The Limiting Factor To Achieving Personalized Experiences At Scale bit.ly/3Un9QOK

The CIO Paradox: Adopt AI, get IT sprawl under control bit.ly/3v4UIvI

How Knowledge Workers Become More Effective When UC and CC Work Together bit.ly/3PcuRsA

The Rise of Small Language Models bit.ly/3wVCdKE)

Tips for Dodging AI Disasters bit.ly/3Iy79Ds

Generative AI on its own will not improve the customer experience zd.net/3IyIq1G

What Women Want: Unveiling Female Consumer Behaviour in the… bit.ly/43eXsDe

Don’t be blind to customer behaviours - Retail Gazette bit.ly/3uWXWS7

New study reveals Gen Z behave more like Boomers than Millennials when it comes to grocery shopping behaviour bit.ly/4cd2G6E

NEW: Two-thirds of UK customers may be vulnerable but not obviously so bit.ly/4d9t3Lx HT: NICE NICE CX Innovationbubble

Why Customer Experience Will Never Be More Important Than Price bit.ly/3Tw5yV5

The Forrester Wave for Customer Service Solutions 2024: Top Takeaways bit.ly/3v8TKyD

Poor Data Hammers Customer Service. Here’s What To Do bit.ly/49H4Gm2

If you're always jumping into 'fix mode,' #CX consultant and advisor Adrian Swinscoe wants you to take a step back and 'do nothing.'

Seems like a radical idea, right? Take a look at his thinking behind the concept of 'Punk CX' in this free guide: sgrcrm.co/3UdZJM4 #CRM

NEW PODCAST: Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins bit.ly/3PZMP21 HT: Zingerman's

10 Best-Practice Loyalty Lessons From Victoria’s Secret, Amazon, Walmart & More bit.ly/3wIGVeG

ServiceNow seeing “millions of dollars of savings” using its own AI products internally bit.ly/3wIFInE

Burnt-out and taken for granted: Britain’s workers need upside-down management | James Timpson bit.ly/3T2eU9x