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- Thought leadership
- Artificial Intelligence in Customer Service (AI:CS) – The 2026 Playbook
- Demystifying RPA: From “Scripted Bots” to the “Hands of AI”
- Designing the Hybrid Workforce: Data over Drama
- Direct to Consumer: The Golden Guidelines for a Service Model that Sells
- Don’t Just Dip Your Toe: Why AI Strategy Requires a Deep Dive
- Fear of the Known: Why Your Legacy Processes Are Scarier Than AI
- Good Data = Automated Success (Bad Data = Automated Failure)
- Social Housing: The Dilemma is Solved by Data
- Surviving the Friction: Turning 2026’s Regulatory Shifts Into Operational Triumphs
- The 14-Day Refund Trap: Why Your Travel Operating Model is a Ticking Time Bomb
- The End of “Wait and See”: Self-Optimising Financial Services in 2026
- The End of the “Lucky Dip”: Why 100% Quality Assurance is the New Baseline
- We Don’t Talk Anymore: Why That’s Changing with AI Agents
Stories
- Transforming lead triage and referral processes for a nationwide wealth management leader
- Streamlining consumer interactions for a Luxury Whisky brand
- Reducing operational costs by 75% while automating over 80% of manual claim tasks for a seamless passenger experience
- Reducing costs by 35%, improving CSAT by 20%
- Quilter Saved £1.9m With Avocado55 Process Optimisation
- Overcoming Operational Friction in the Third Sector
- Helping LPPA to become the partner of choice for the public sector
- Driving FTE savings and operational excellence with 29 end-to-end process maps
- Delivering a 26% increase in CSAT and a 14% reduction in costs through strategic process re-engineering
