Dr. Grainne Watson is Capita’s Growth Director for automation. An expert in implementing new technology across industries, she has worked in academia, start-ups and corporates in the US and EMEA
Automation will transform most jobs in the insurance sector over the next decade. It isn’t a new concept, but one that’s quickly...
Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential...
Welcome to 2026! In many ways, 2025 provided some clarity around the path of advanced technologies in CX delivery, but a great...
Ethenta is a recently launched advisory company focused on helping companies understand and transform using agentic AI. Agentic AI is a transformative...
Why CX, BPO & GBS organisations need people, not platforms, to unlock AI’s full value. As organisations race to adopt AI, the...
Debra Maxwell, CEO at ArvatoConnect, explores how the traditional offshoring model is evolving and why a Build – Elevate – Return approach...
In today’s customer management services sector, no one should underestimate the need for a good dose of entrepreneurial spirit. In any industry,...
