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First published on ITProPortal.com Our whitepaper Peek-a-boo! They still see you: the deficiencies of de-identified data considers the likelihood of de-identified customer data being re-identified, even amongst current data protection legislation. The value of collecting and analysing customer data has been understood by most of the business...

It’s odd isn’t it, but some technologies present such a useful service that exactly how they work is irrelevant. A car, a train, a plane, even a phone – most people have no idea how they actually work but are very happy they do, and...

First published in the Customer Insight Magazine Winter 19/20 Issue Dear reader: consider, if you will, the difference between this is shit and this is the shit. What do they mean? Both contain a Rude Word, yet their intentions are different. One is very negative; the...

Let’s imagine for a moment that you’ve gone to a fancy-dress party dressed as a bear. It’s not impossible - I’ve done a passable impersonation myself (you should have seen the look on Leonardo DiCaprio’s face...

I don’t believe in singularity. Computers, no matter how fast they evolve, will not become sentient. Why? Because we do not know what sentient means. I mean we really don’t. We’re an arrogant bunch – we think, therefore we imagine we know everything. Well we...

De-identification and re-identification of consumer data has come to the fore recently to further emphasize the mountain of work that remains in truly protecting our privacy.  This whitepaper explores the shortcomings of current data protection legislation and what it means for you as a consumer. Contents...

Written by Eleanor Southern-Wilkins, Linguistic Specialist, in partnership with Zoey Planjer, Head of Customer Journey First published on cxm.co.uk Last year, the 90s masterpiece Friends, which has been running and rerunning on TV for the last two and a half decades, caused joy and uproar when it made...

Washington, D.C., 09 October 2019: ContactEngine, the conversational AI technology used by large corporations across industries to automate customer communications, was named “Gold Winner” in the category of “Customer Service Outstanding Performance of the Year” at this year’s Golden Bridge Awards®. ContactEngine received the award following...

In this episode of Mobile Interactions Now, ContactEngine CEO Dr Mark K Smith talks to tyntec's Jean Shin about how to bring about Twitter-esque experience of instant response to questions companies are asked by their customers. Listen to the full podcast here Jean: Mark, welcome to the show....

It's too easy to pay lip service to explainable AI. Unless you bake XAI in to your systems you could be storing up trouble for later. This blog explains how we do that through our guiding principles.  I’ve written before about how ethics impacted the early...

To kick off the second instalment of my emoji series, let me ask: are you familiar with Monzo? Monzo is a relatively new company which describes itself as ‘a bank in an app’ and which is doing very well.[1] You might have noticed its product even...

LONDON and WASHINGTON, D.C. -- ContactEngine are pleased to announce that James Walker has joined the company as Chief Customer Officer (CCO). As CCO, Walker will lead the end-to-end commercial and service relationship for ContactEngine’s new and existing customers across EMEA (Europe, the Middle East...

Our white paper Death of the Retail Bank? considers the likelihood of Central Bank Digital Currencies. But there are factors beyond CBDCs that are pushing down on the frequency of cash transactions. Digital currency, regular readers of our sector insights will know, is very much on...

Our white paper Death of the Retail Bank? examines the existential threat Central Bank Digital Currencies pose to retail banks. These 5 steps will keep you ahead of the competition. The year is 2029 and central banks around the world are beginning to issue digital money...

Our white paper Death of the Retail Bank? examines the existential threat Central Bank Digital Currencies pose to retail banks. There are signs that we'll see widespread CBDCs soon. Central Bank Digital Currency is set to change the world of commercial banking. Currently, central banks do...