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89 Articles and Podcasts
Reimagining Service: Insurance spotlight

COVID-19 has dramatically impacted millions of lives and fundamentally changed the direction of the global economy, but what are the […]

Reimagining Service: retail spotlight

The existing retail transformation agenda has been radically altered. And, while doors are now reopening following what could be the […]

How AI and data analytics can support vulnerable customers

Well before the COVID-19 pandemic began, the identification and protection of vulnerable customers was a significant focus for companies and […]

How AI is changing the retail experience

As part of our #servicereimagined series, Helen Murray, Chief Customer Solutions Officer for the UK Region, looks at how Artificial Intelligence […]

Demand Marketing guides salespeople to the best business opportunities

(Article published initially in French in Actionco.fr) Selling is hard. More than ever, marketing-commerce congruence is essential to accelerate growth by generating higher value qualified leads.  While the first two thirds of the B2B customer journey is now in digital form, “it is essential to stimulate the customer as soon as he prepares to make a purchase, alone, online, […]

Whitepaper launch: Reimagining service for the new world

As the urgency for change and transformation intensifies in the post COVID landscape, Craig Gibson CCO for Webhelp UK, shares his […]

The importance of remaining human, in the switch to digital learning

The business challenge facing the Webhelp UK Operational Learning and Development (Ops L&D) team, at the onset of the COVID-19 pandemic was truly exceptional. […]

How the Yodel and Webhelp partnership faced the challenge of COVID-19

Partnership is a huge part of the way we deliver services at Webhelp, and one of our four cultural pillars […]

Outsourcing content moderation: adding value to first and third parties with a human first approach
What are the main issues with content moderation today? A recent report published by NYU, shows that there is over [...]
Fast Fashion, online retail growth and the future of the high-street

As fast fashion brand Boohoo adds more failing high-street brands to its online portfolio, sector expert Kellyann McCafferty, Account Director for […]

Why are human moderators still essential?

Understand the unsaid Humans remain the best in reading, interpreting and understanding content. Often times AI powered moderation fails to […]

Five trends for travel in 2020

The travel, tourism and hospitality industry has been hit hard by the impact of the COVID-19 outbreak. However, many countries […]

Is the future moderation of social media companies at stake?

§ Section 230 Enacted in 1996, § Section 230 of the Communications Decency Act (CDA) states that “No provider or […]

Five key questions for CEOs, a response to McKinsey Digital

In a recent article from McKinsey Digital, several experts posed a number of key questions focusing on a digital-led recovery […]

Customer engagement insight for 2020 and beyond

In recent months digital communication has become much more prevalent and is now essential to many global sectors, so Andrew […]

Sectors impacted by the COVID-19 lockdown

The business landscape is rapidly changing due to the influence of COVID-19. Here we take an at-a-glance look at which […]

Which new markets are growing under COVID-19, and how can quality CX help them thrive?

The way we work, communicate, socialise and shop is undergoing a period of radical and swift change. Planned strategies are […]

How the game is changing for CX markets and channels

As part of our Game Changers series, Helen Murray, Chief Customer Solutions Officer for the UK region, looks at how […]

Can the Crisis Curve create a roadmap for CX transformation and stability?

As well as the tragic cost in human lives, the COVID-19 crisis continues to create instability at every level for […]

The importance of emotional connection with customers during the Coronavirus.

Craig Gibson, Chief Growth Officer for the Webhelp UK region, reveals how brands can use emotional connection, integrity and unity […]

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