Connected Experiences in Utilities

What Senior Decision Makers Reveal About CX, EX, AI and Digital Transformation in the Travel and Tourism Sectors ABOUT THE RESEARCH Customer…

Where AI Delivers Value Across the Modern Bank Banks are increasingly looking at AI not as a single tool, but as a capability that spans the entire…

The 2026 UK Reseller Benchmark Report on Readiness, Risk and Revenue OpportunitySenior Decision Makers Reveal About CX, EX, AI and Digital…

What Senior Decision Makers Reveal About CX, EX, AI and Digital Transformation in the Retail Sector ABOUT THE RESEARCH Customer experience,…

In this episode of The Future is Calling , hosts Tim, Hemal and Chris the conversation gets into what’s really going on with AI adoption: why some…

In our very first episode of The Future is Calling , hosts Bethan and Tim dive into one of the most powerful — and pressing — topics for UK…

As the day progresses, communication channels often feel increasing pressure. Phone lines and inboxes fill with familiar questions: order status,…

On a normal day, the phone system in an organisation rarely rests. Customers call with questions, colleagues speak with partners and suppliers, and…

The day begins in a way that feels familiar in almost any organisation. Phones ring, emails come in, chat messages pop up, and customers ask practical…

Artificial intelligence is rapidly becoming one of the most important capabilities in modern banking. Financial institutions are exploring how AI…

Artificial intelligence is already reshaping the banking industry, but the most significant changes are still ahead. Over the next five years, AI…

Artificial intelligence is rapidly becoming a core capability in modern banking. From customer service automation to fraud detection and operational…

Where AI Delivers Value Across the Modern Bank Banks today are under pressure to deliver better digital experiences while maintaining strong risk…

How Financial Institutions Are Moving from Automation to Intelligent Banking AI adoption in banking rarely happens all at once. Instead, most…

Banks are entering a new phase of AI adoption. While early deployments focused mainly on chatbots and automation, financial institutions are now…

1. What customer or operational problem are we solving? AI should target clear outcomes such as improving customer experience or reducing…

Banks typically move through five stages of AI adoption .   Level 1 – Exploration Small AI pilots and experiments. Examples: - chatbot…

The banking industry is entering a new phase of digital transformation. While early AI deployments focused primarily on chatbots and automation,…

Banks today operate in an environment defined by: - rising customer expectations - increasing operational costs - regulatory pressure -…

AI is rapidly gaining attention across higher education. But successful adoption requires more than simply introducing new technology. Before…

How Higher Education Institutions Are Adopting AI As universities explore the role of AI across their institutions, many leaders are asking the…

Universities are under increasing pressure to deliver better student experiences while managing rising operational costs and administrative…

When most organisations think about artificial intelligence, they picture customer-facing chatbots and automated service desks. But the real…

At this year’s NEXUS Connect, our annual gathering of partners from across the DACH region, we aligned around a clear and shared ambition: to…

At this year’s NEXUS Connect, our annual gathering of partners from across the DACH region, we aligned around a clear and shared ambition: to…

At this year’s NEXUS Connect, our annual gathering of partners from across the DACH region, we aligned around a clear and shared ambition: to…

Much of the conversation around AI in customer service focuses on what customers can see: chatbots, automation, and digital self-service. But some of…

The Quiet Role AI Is Playing in Making Multi-Utility Service Simpler Gas and multi-utility providers operate in one of the most demanding service…

AI Doesn’t Fix Energy Volatility — But It Can Fix How Customers Experience It When I speak with customer experience and service leaders in the…

Insights for Customer Experience, Service & Contact Centre Leaders in the Water Sector When I speak with customer experience and service leaders in…

Table of Contents - What does AI in cloud telephony mean? - Key application areas for AI - Business benefits - from efficiency to customer…

Every family has lived it: the moments that test patience, trust, and communication all at once. Not the medical emergencies — but everything around…

Every business has lived through it: that critical moment when a customer wants to get in touch, to buy, to ask, to connect… and no one answers. It’s…

At the CIO Summit , the invite-only technology leadership track at Bits & Pretzels 2025 , one of Europe’s leading events for tech founders,…

The findings paint a picture of cautious confidence , growing maturity , and a workforce eager for both efficiency and human nuance in how…

In today’s workplace, it’s not about using AI—it’s about orchestrating it. It’s about learning how to delegate to AI the same way you would to a…

Voice and chat bots—powered by AI—aren’t just about efficiency. They’re a lever for unlocking the full value of your salary investment, empowering…

This piece explores how AI-powered tools like call transcription, automated summarisation, and intelligent assistants are not about replacing human…

What Is the AI Emailbot? The AI Emailbot is an intelligent assistant integrated into NFON Contact Center. It helps process incoming customer emails…

But what does “AI” actually mean when it comes to business communications? If you’re running a business, managing customers, or supporting users,…

Easter was just days away. The eggs were painted, the chocolate was polished to a glossy perfection, and the tulips were standing to attention like…

The Challenge: Balancing Personalisation with Efficiency Hospitality businesses face an ongoing challenge: how to provide seamless, high-quality…

As the new year dawns, it’s time to reflect, reset, and recharge your business strategies to thrive in 2025. Setting the right resolutions can help…

The North Pole was abuzz with excitement as Christmas approached. The elves were hard at work preparing toys, managing lists, and most importantly,…

In the ever-evolving world of artificial intelligence (AI), tools like Microsoft Copilot are transforming the way businesses operate. As part of…

In today's competitive landscape, small businesses face constant pressure to stand out. When competing on price or product isn’t enough, exceptional…

Introduction: The AI Dilemma In the face of rising operational costs, many businesses are turning to Artificial Intelligence (AI) to streamline…

The unified communications (UC) market in the UK has been evolving at a breakneck pace, driven by advancements in technology, changing workforce…

Rising customer expectations With ever-increasing customer expectations, it’s becoming harder and harder to secure customer loyalty, but it’s well…

Today’s customers expect more from the companies they do business with than ever before – they now expect speedy, efficient and friendly service,…

Are the robots taking over? The hype around the new wave of artificial intelligence (AI) capabilities has been hard to ignore, with experts unsure…