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In early 2021 we launched Profit Finder, our starting point for businesses that know they need to improve things but aren’t sure where or how to start. Profit Finder was set up to kick start a business on its transformation journey, taking a forensic look across people, process and technology and filling in crucial knowl.

Working closely with investment communities in both the US and Europe has given me some really interesting insights into the role intelligent automation (IA) – the adoption of multiple advanced technologies such as robotics and machine learning - can play in achieving best-in-class returns.

The recent rise of powerful employee monitoring software gives employers unprecedented insight into the working patterns and strengths of their employees. Unfortunately, we’ve seen too many organisations embedding monitoring software without assessing its impact on the employee experience, instead viewing it as a means o.

A first in the robotics industry, NICE's five guiding ethical principles demonstrate commitment to ensuring responsible robot-human dynamics in the workplace

1 July 2021, London, UK: Management consulting firm Emergence Partners today announces a partnership with UK tech firm XpertRule and the expansion of their AI-powered digital transformation toolkit, which sees businesses accelerate and de-risk change, improvement and automation opportunities through the use of AI tools.

Decision automation is widely considered to be the engine room for Intelligent Automation. It involves the automation of corporate decision making, policies and customer interactions. This capability can drive complex customer facing processes such as selling and technical support. Decision engineering is the process of .

Recently I received a text from my telephone company telling me to call them and quote a reference number. The wild goose chase that came next felt inevitable.

Claim agents at insurance contact centres are under enormous pressure to answer and close calls but where is the focus on upgrading the customer experience?

Measuring and improving performance in the contact centre requires more than the conventional surface-level metrics