Latest Blog on products, people and partners

Emergence expands AI-powered transformation capabilities with XpertRule partnership

Press Releases | 2 mins read
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.

What is decision engineering and why does it matter?

Press Releases | 3 mins read
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 .

The road to customer service utopia is paved with digital decision-making

David Poole | 2 mins read
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.

Insurance claim agents – your first line of defence or your secret weapon? 

Katie Gibbs | 2 mins read
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?

Your contact centre performance metrics aren’t going deep enough

David Poole | 2 mins read
Measuring and improving performance in the contact centre requires more than the conventional surface-level metrics

Pulse Report volume one

Sarah Burnett | 0 mins read
Few areas of business have felt the impact of the last year more than IT – perhaps with the exception of HR. But the pressure on the IT team to reassess priorities, maintain BAU, deliver secure remote working and more recently deliver efficiencies as well as drive a return to innovation and growth, has been immense. We l.

Don’t gamble on the future of your workplace – let data lead the way

David Poole | 2 mins read
The five-day office week could become the norm again within two years, according to reports from the BBC.

Profit Finder addresses the epidemic of inefficiency in insurance

David Poole | 3 mins read
Valuable resources are being wasted by inefficient insurance processes – exactly the kind that we built Profit Finder to eliminate. Insurance companies have never been light on process. Long customer cycles, enormous data throughput and continual regulatory obligations should theoretically present endless opportunities f.

Make profitability your priority

David Poole | 3 mins read
The perfect storm of the pandemic and Brexit have made it imperative for businesses to find fast and effective ways to reduce cost and increase revenues.