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“Five9 is a suitable choice for large enterprises seeking a robust and scalable platform with advanced AI solutions.” — IDC MarketScape: European CCaaS 2025 👀 Download their IDC MarketScape profile to learn why Five9 was named a Leader: https://lnkd.in/esc2wh36 #Five9 #CCaaS #ContactCentres

Live at Route 101 Ltd.’s Customer Conference 2025, Jenna S. from NiCE talks about their ongoing collaboration with Route 101, including: 🔵 How NiCE and Route 101 partnered to deliver a major transformation project for the UK DWP 🔵 The importance of collaboration and innovation in improving customer contact capabilities 🔵 NiCE’s upcoming launch event with NiCE Cognigy next month 🔵 How organisations can gain actionable strategies to accelerate AI implementation and drive the next generation of CX Join us next Thursday for our webinar, “Designing Exceptional Customer Experiences,” hosted by Xander Freeman with Jason Griffin and Michel Stevens 👉 https://lnkd.in/eftNsUhk You can also register for the NiCE x Cognigy Event here 👇 https://lnkd.in/egzBNzwe #NiCE #Route101 #CXLeaders

Continuing our coverage at Route 101 Ltd.’s Customer Conference 2025, Jodie Forsyth, Head of Sales at The Revel Collective, joined Xander Freeman to discuss her session at today’s event and the transformational journey her team has been on, including: 🔵 How The Revel Collective partnered with Route 101 and Amazon Connect to build a cloud-based central reservations system. 🔵 The move from reactive, location-based sales teams to a proactive, data-driven remote contact centre model. 🔵 The operational and cultural benefits of using analytics and automation to drive consistency, efficiency, and upsell opportunities across 40 locations. 🔵 Jodie’s key advice for others starting a similar project. #Route101 #CXLeaders #ContactCentres

Live still at Route 101 Ltd.’s Customer Conference 2025, Rhian Davies, Head of Customer Care at Theo Paphitis Retail Group, joined Xander Freeman to share what she’s been discussing on today’s Omnichannel Panel, including: 🔵 How the organisation successfully migrated all frontline activity offshore to South Africa. 🔵 Delivering a new omnichannel solution in just six weeks 🔵 The power of the Route 101, Cirrus Connects, and NiCE partnership ecosystem in meeting tight deadlines through honest collaboration. 🔵 Why confidence and stakeholder alignment are critical when leading large-scale transformation projects. #Route101 #CXLeaders #ContactCentres

As we head into the afternoon at Route 101 Ltd.'s Customer Conference, Daniel Cotton, Head of Operational Innovation at Simply Business, spoke with Xander Freeman about what he’s been discussing at today’s event, including: 🔵 How Simply Business is balancing customer experience and regulatory compliance in a highly regulated industry. 🔵 Their WFM transformation journey with Route 101 Ltd. and Calabrio, driving flexibility and agility across UK and US contact centres. 🔵 The importance of self-scheduling, shift rotation, and scalability to meet changing customer expectations. 🔵 Why there’s no one-size-fits-all approach to WFM, and how clarity of culture, goals, and growth ambitions is key to success. #Route101 #CXLeaders #ContactCentres

New research from ContactBabel has highlighted the 4 business issues UK Transport and Travel brands should be addressing to improve customer CX these include: 🔵 Improve Telephony Service Levels: improve the effeciency of talk-time 🔵 Improve Customer Personalisation: tailor engagements to the individual  🔵 Increase Adoption of Digital Channels and Self-Service: enable customer to engage on their terms. 🔵 Be More Competitive with Industry Peers: identify what is important to your customers and outshine the competition Understand how you can improve your customer experience with these valuable takeaways: https://lnkd.in/e7PzMSqN #CustomerExperience #UKTravel Five9

Continuing our coverage at Route 101 Ltd.’s Customer Conference 2025, Jo Causon, CEO of The Institute of Customer Service, spoke with Xander Freeman following her keynote on the state of customer service, discussing: 🔵 Why customer service is critical to the UK economy, accounting for over 80% of GDP and employing 60% of the workforce. 🔵 The proven financial benefits of great customer experience, with higher satisfaction delivering 10% more profit and 7% higher revenue. 🔵 The balance between empathy, trust, and technology, and how AI can enhance, not replace, human connection. 🔵 The need for organisations to treat CX as a company-wide mindset, not just a department. Follow for more exclusive interviews from Route 101's customer conference! #Route101 #CXLeaders #ContactCentres

Live at Route 101 Ltd.’s Customer Conference 2025, Steve Morrell, Principal Analyst at ContactBabel, spoke with Xander Freeman to share what he’s discussing at today’s event, they talk about: 🔵 How AI is reshaping the contact centre landscape and why live voice remains a vital channel for customer engagement. 🔵 The opportunities for AI to streamline pre-call, in-call, and post-call processes, cutting call times by up to 30%. 🔵 The importance of taking a unified approach to AI, ensuring both agents and customers benefit from smarter, more connected systems. #CXLeaders #Route101 #ContactCentres

We’re live at Route 101 Ltd.'s Customer Conference 2025! 🎥 Kicking off our coverage, Russell Attwood, CEO of Route 101, spoke with Xander Freeman to discuss: 🔵 The three key themes shaping today’s event - CX Automation, Agent Augmentation, and Operational Strategy. 🔵 How Route 101 is helping organisations identify the right automation opportunities based on their contact profile and customer needs. 🔵 Insights from speakers across Simply Business, The Revel Collective, and Theo Paphitis Retail Group, each sharing their unique industry perspectives. 🔵 Why success in CX transformation depends on getting the balance right between people, process, and technology. Stay tuned as we bring you more interviews and insights from across the day - live from London Euston! #Route101 #CXLeaders #ContactCentres #CX

Ready to reimagine customer experience for 2025? 🌟 Join Xander Freeman, alongside industry experts Michel Stevens and Jason Griffin (NiCE) on Thursday 30th October at 2pm (UK time) for our live webinar - “Designing Exceptional Customer Experience”. They will discuss: 🔵 Real-life examples of where contact centres are succeeding right now 🔵 The difference between automation and augmentation 🔵 Where live agents will always prevail 🔵 What best practice looks like in 2025 Register now: https://lnkd.in/eUmrpbnB #CX #CCHWebinars #ContactCentres