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Articles by Frank Sherlock
What is CX automation? How to streamline customer journeys with AI
Consumers today demand fast, personalised service on every interaction with a brand, whether it’s a call to support, using a mobile app, or social media chat. Providing those experiences at scale with manual processes alone is nearly impossible. Customer experience (CX) automation can bridge that gap with AI and analytics technologies that automate the entire customer journey.
CallMiner’s 2025 CX Landscape Report Highlights AI’s Rapid Growth Despite Governance Gaps
Generative and agentic AI are no longer experiments for most customer experience (CX) leaders. According to CallMiner’s 2025 CX Landscape Report, 96% of global CX and contact centre leaders believe implementing AI (including generative and agentic AI) is key to their CX and contact centre strategies, up from 87% in 2024.
Steering Through Europe’s Regulations
Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United Kingdom (UK) and across the European Union (EU). Companies must adhere to a vast and ever-growing fabric of regulations designed to protect consumers, ensure fair business practices, and safeguard sensitive data. In contact centers, compliance is not optional: it is a fundamental responsibility.
5 technology predictions to supercharge customer experience in 2025
According to CallMiner’s 2024 CX Landscape Report, 62% of organisations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and contact centre decision-makers are increasingly confident in their ability to manage AI. This year we’ll see organisations scaling and implementing emerging AI technologies in a disciplined way.
5 technology predictions to supercharge customer experience in 2025
According to CallMiner’s 2024 CX Landscape Report, 62% of organisations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and contact centre decision-makers are increasingly confident in their ability to manage AI. This year we’ll see organisations scaling and implementing emerging AI technologies in a disciplined way.
AI’s shift from hype to strategic execution
Generative AI is no longer just a buzzword. According to CallMiner’s 2024 CX Landscape Report, 87% of global CX leaders believe that implementing generative AI is key to their customer experience (CX) and customer service teams, and 91% believe AI will help optimise CX strategies. This year’s report makes one thing clear: Organisations are becoming more intentional and strategic about their use of AI to drive overall business value.
How technology is transforming customer experience automation
Automation plays an important role across many functions and industries, from automating quality assurance (QA) in contact centresto the electronic organisation of health records that improve patient experience and healthcare outcomes. Customer experience (CX) is also a common area for automation. Businesses often rely on customer experience automation to help customers quickly and conveniently at different points in the customer journey.
Four features of a good customer experience - Customer Experience Magazine
Customers have expectations when they call for help, as they should. After all, they typically aren’t reaching out to your organisation for any other reason than to get their issue resolved or a question answered quickly. Most customers would agree that they had a good, productive contact centre experience if they encountered the following 4 situations: The agent a person speaks with should get to the root of the problem quickly so they can address it.
Maximising customer experience in the omnichannel era
The transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimises repetitive information and maximises agent performance, ensuring customer information can seamlessly transitions between channels.
A guide to leveraging product intelligence to improve customer experience
Understanding how customers use and feel about the products they buy can ultimately allow companies to make more informed decisions about specific products – whether that’s improving existing products or introducing new ones. But uncovering this intelligence is hard. Technologies like artificial intelligence and conversation intelligence, can help uncover insights related to how users experience your products, in turning helping to improve the customer experience (CX).
Five 2024 AI trends for the contact centre and beyond
Artificial intelligence (AI) for the contact centre, customer experience (CX) and other business applications continues to evolve rapidly. When used effectively, AI has the power to redefine the way businesses interact with their customers and manage internal processes.
CXM's top contributors of 2023
Over the past few years, we have received feedback about our work as a business publication and a community. Our readers see us as individuals who question concepts, don’t hesitate to investigate the value of services and products, and always find a way to put things in a broader socio-cultural and economic context. This is what makes us so unique. Not only do we provide information to the community as a vessel of knowledge, but we are equally embedded within it.
Three recent findings on how AI is impacting CX - Customer Experience Magazine
In 2023, the world returned to ‘normalcy’, with people spending more time offices and at in-person events, having face-to-face interactions, and traveling more. At the same time, many organisations faced macroeconomic pressures to do more with less, while maintaining sky-high customer expectations.
TCS+ | How MiWay uses conversation analytics
Promoted | MiWay unpacks its use of advanced “conversation analytics” technology from CallMiner in this episode of TCS+.
How is the rising cost of living impacting customer contact demand?
Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability, and the requirements outlined by the Financial Conduct Authority (FCA) Consumer Duty, emphasise a growing need for organisations to effectively engage with, communicate with, and deliver services to customers – in the right way.
Capitalising on feedback with conversation intelligence
According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost retention. For many organisations, surveys have long been the primary, and often only, source of customer feedback. While surveys – or solicited feedback – provide valuable insights, they’re not without challenges.
How technology can drive personalisation and enhance the customer experience
Due to factors from the past few years, including the pandemic and increased digital transformation, customer expectations have heightened – and being able to offer omnichannel customer service has never been more important. Customers expect faster, more personalised communication, whether that’s in first call resolution, relevant cross-sell or upsell offers, and more.
Improving customer engagement in a challenging economic climate
Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances, demands and experiences effectively without the right engagement?
Webinar Replay: Managing Change in the Contact Centre
Watch the Webinar Replay now! First Name Last Name Email Phone Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation Industry Sector Human Test: What is 9 + 3 ? By ticking either box you will confirm your registration and that you consent to our Privacy Policy. We process your data and share it with the Sponsor through legitimate interest. Without doing so, we would not have the funding available to bring you our industry-leading webinar programme.
Webinar: Managing Change in the Contact Centre
Webinar Date - Thursday 10th March 2022 at
14:00pm UK time Click here to register “The Only Constant in Life is Change” Contact centres are changing all the time. New customers, new staff, new ideas, new challenges and new channels. So how do we manage change in the contact centre? How do we ‘move the dial’ on Customer Service? How do we bring our teams and our advisors on board? Tune in to our exciting webinar to find out.
How John Lewis Partnership and Sitel Group are Using Conversation Insights to Drive Action
The pressure is on for retail brands to create a unique customer experience that feels personal and consistent. Leading brands are doing so by deriving insights from 100% of customer conversations to develop a complete picture of customer effort and experience and extract key trends about their customers, across all communication channels. But how do they turn mountains of data into actionable insights to drive positive change?
Webinar: Ways to Empower Contact Centre Advisors
174 Filed under - Call Centre and Customer Service Webinars, CallMiner Webinar Date - Thursday 18th March 2021 at
14:00pm UK time Click here to register It’s a difficult time for contact centre advisors. Your team need support, not only to improve their well-being, but to help them stay motivated to assist customers, who may be feeling negative emotions.
Register: Ways to Empower Contact Centre Advisors
Book your free place now! First Name Last Name Email Phone Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation Human Test: What is 8 + 3 ? By ticking either box you will confirm your registration and that you consent to our Privacy Policy. We process your data and share it with the Sponsor through legitimate interest. Without doing so, we would not have the funding available to bring you our industry-leading webinar programme.
Register: 5 Clever Ideas to Improve Contact Centre Efficiency
Book your free place now! First Name Last Name Email Phone Job Title Company Country State / Province Approx Number of Agents in your Company/Organisation What is 9 + 3 ? We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time. An efficient contact centre reduces waste. "Waste" may include unnecessary second contacts, scheduling errors, broken processes and so much more.
Webinar: 5 Clever Ideas to Improve Contact Centre Efficiency
177 Filed under - Call Centre and Customer Service Webinars, CallMiner Webinar Date - Thursday 19th November 2020 at
14:00pm UK time Click here to register An efficient contact centre reduces waste. "Waste" may include unnecessary second contacts, scheduling errors, broken processes and so much more. Wouldn't it be great to wave goodbye to some of these problems?
Webinar: How Real-Time Coaching Improves Agent Effectiveness
248 Filed under - Call Centre and Customer Experience Webinars, CallMiner Webinar Date - Thursday 9th May 2019 at 14:00pm UK time Click here to register Contact centres are constantly looking for ways to maximise the potential of agent-customer conversations and create positive experiences. Good coaching lies at the heart of this.
The Call Center Can Be a Thin Line Between Love and Hate
I was prompted by a BBC.com articled entitled ‘Which banks do customers love or hate?’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks.
The Next Last One by Frank Sherlock
One day we’re told to look at the sun through a hole in a cereal box All there is to be seen is the rest of the world disappearing This somehow shadows aliveness but almost everyone who has ever lived is restlessly sleeping as dead For who About what The end is near over & over yet we insist on making dates to keep talking Always about the last eclipse the next blood flower buck worm strawberry ice wolf event Then there’s a last constellation we might ever see until there’s something else to...
American Poetry Review - Frank Sherlock - "The Sea a Battered Dream"
for flight then plummets of grace Surrounded by people feeling nah the dead The voices are calling & it’s rare when against forest to get attention back Let’s not ask about presence & breathe absence in deep There are no trees where we live but syllable by syllable in the pitch of dark The sounds fuck w/ the inner ear until composed into communiqués for worse or for better Wherever we are let’s find a coastline to skirt alone Some things need to be said along a fluid border I stood still so...
Register for Webinar: 5 Ways to Create Engaged and Empowered Agents
Join us for the webinar - Thu 26th Apr 2018 - 1:00pm UK. Keeping agents engaged and empowered is essential to great contact centre performance and keeping customers happy. With this in mind, we take you through five key ways that you can create a contact centre culture where advisors can thrive, while maintaining high levels of morale and motivation.
Webinar: 5 Ways to Create Engaged and Empowered Agents
Thursday 26th April 2018 at 13:00pm UK timeIt is generally recognised that engaged and empowered advisors deliver better customer satisfaction.In this webinar we look at 5 ways to create engaged and empowered agents.And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees.
Documenting Histories, Interpreting Dreams
The city’s outgoing Poet Laureate on the poem of Philadelphia Jan. 07, 2016 It’s been two years now since I got the call letting me know I was to be Philadelphia’s new Poet Laureate. I was in bed. Lindsay So from the Office of Arts, Culture & the Creative Economy called to inform me that I’d been selected to be the city’s poetry representative for 2014-15. There was Sonia Sanchez first—and now me. Whaaa? It was so overwhelming that I immediately took a nap. A really satisfying nap.
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