Benjamin Thomas

60% of contact centres say AI and automation will be their biggest investment in 2026 📊 MaxContact's KPI Benchmarking Report shows how fast the industry is shifting, and where leaders are focusing their budgets and performance. See how your operation compares 👉 https://lnkd.in/eXw-tFVD #MaxContact #KPI #Benchmarking #ContactCentres

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What if your agents had the right support at the exact moment they needed it? ☎️ Real-time agent guidance gives contact centre teams in-the-moment insights to reduce handle time, improve first-call resolution, and create better customer experiences. Read our recent blog, where CallMiner explores real-time agent guidance, how it works, its benefits, and important implementation considerations and best practices to help you get the most out of your real-time agent guidance software 👉 https://lnkd.in/eHTSYF7t #CallMiner #ContactCentres

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For many CROs, the core challenge is no longer pipeline generation. It’s confidence in where to act. When deal signals surface too late, decisions around prioritisation, coverage, and investment become inherently riskier. Modern revenue leadership is increasingly defined by the ability to act with certainty, not just speed. https://www.denave.com/ #RevenueLeadership #CROPerspective #GlobalGTM

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Big changes are happening in the UK contact centre outsourcing landscape 🚀 The UK Contact Centre Outsourcing Report, supported by The Knowledge Group, reveals a clear shift in how organisations are investing, moving beyond cost efficiency and focusing on value-added services: 📊 Advanced analytics 🤖 Conversational & cognitive AI 💡 CX consulting Spending on these digital and strategic services has grown from 11% in 2022 to over 15% in 2024, and is expected to exceed 25% by 2026. AI-powered solutions are here to stay. 📥 Download the report to explore the trends shaping the industry: https://lnkd.in/ePraVrPm

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When every channel is enabled through consistent, reusable processes, partner activation moves faster and scales effortlessly. What once required manual coordination becomes a repeatable motion that accelerates revenue. Allowing insurers to empower every partner - big or small - without added lift. Mozart DistributionPro makes this possible by transforming partner enablement into standardised, ready-to-deploy workflows. Learn More: https://lnkd.in/gWACgB7A #Insurance #InsurTech #InsuranceIndustry #InsuranceInnovation

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Revenue enablement isn’t just about supporting your sales – it’s about empowering every client-facing team with the right content, insights, and technology to drive growth. 💡 Seismic's Senior Enterprise Sales Director, Felix Freeston, breaks down what revenue enablement really means and why it’s a game-changer for financial services. Learn more, here ⬇️ https://lnkd.in/gJx-3js6

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High-performing channel teams are treating MDF differently. They are: ✔ Automating claims ✔ Tracking real ROI ✔ Using data to optimize spend ✔ Building partner trust As Louise Grant of Loucerna puts it: “A successful MDF program is successful for everyone – partner and vendor alike.” If you want MDF to drive measurable growth, this blog is for you. 👉 Read it here: https://lnkd.in/eahGmSHX

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Have you ever wondered if you’re treating your Account Manager as simply a point of contact, rather than the strategic ally they have the power to be? 🤔 A little while ago, we sat down with our very own Daniel Fido - a seasoned Enterprise Account Manager at Gray Dawes - to tell us 6 ways organisations can elevate their relationship with #AccountManagers and unlock their full potential. This includes the ability to: 💭 Think strategically & spot emerging travel trends 🎯 Set joint goals to drive data-driven decision making together 🤝 Join forces with other departments to unlock more expertise ✈️ Gather insights from the frontline of business travel 📝 Align business objectives with long-term travel plans 📊 Leverage travel data and comprehensive reports across the board You can read the full article here: https://lnkd.in/eftqTXyH #FFTT #FoodforThought #BusinessTravel #TravelData #AccountManagement #TMC

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Pipeline predictability shouldn't feel like reading tea leaves... Yet here we are, watching traditional ABM create lots of noise but little signal. ABX breaks the logjam by arming sales teams with behavioral insights that matter, creating unified playbooks across teams, and triggering interactions that meet buyers where they actually are NOT where your sales process wishes they were! While everyone's grovelling over acquisition, ABX is changing customer success by enabling leaders to be proactive instead of reactive. So let's build pipelines worth having, not just pipelines worth measuring. Curious how your ABM efforts stack up against true ABX practitioners? Follow us for more insights! #ABM #ABX #DemandGen

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84% of CX-focused companies report revenue growth. The other 16%? They're still treating customer experience as a cost center.   Here's the difference: ► Cost Center Thinking: ➔ "How cheap can we make support?" ➔ Offshore to cut expenses ➔ Measure success by call duration ➔ CX as damage control   ► Revenue Driver Thinking: ➔ "How much value can we create per interaction?" ➔ Deploy AI where it multiplies human expertise ➔ Measure success by customer lifetime value ➔ CX as growth engine   At #AIImpactLive this week, we're showing the 84% playbook.   Not the future of CX. The actual, implementable, revenue-generating reality.   What's your organization optimizing for – cost or growth? #IndiaAISummit #AIImpact2026 #AIinCX #AgenticAI #CustomerExperienceAI #CustomerExperience

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Most ABM strategies miss the mark by focusing on scale over alignment. At Cognism, we stick to the fundamentals: 👉 Nail your ICP 👉 Get sales and marketing truly aligned 👉 Build around one account list and one unified message In Module 4 of our Demand Gen Course, Tim Hughes debunks the biggest myths about ABM - showing you how to build, scale, and report on a program that actually drives results. 🎓 Start here: https://lnkd.in/ednjWW8B

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Does your 2026 plan pass this test? 🤔 Before budgets are locked in, there are a few questions every plan should be able to answer. In our new 2026 Marketing Planning Guide, we’ve shared a simple checklist we use to sanity-check new year growth strategies: ❓ Is your channel mix balanced, or skewed by measurement bias? ❓ Are you investing across the full funnel, not just conversion capture? ❓ Do you have room for innovation and testing, or is everything locked into “known winners”? ❓ Can your plan adapt if performance shifts in Q1 or Q2? Most plans fail one or more of these checks. Not because teams aren’t thoughtful, but because planning is rushed and data doesn’t line up across teams. The 2026 Marketing Planning Guide walks through how to build a plan that *does* pass this test, with clear structures for strategy, budgeting, and ongoing decision-making. If you’re pressure-testing your 2026 plan right now, you can get your full checklist in the guide. Download the guide for even more strategies and best practice recommendations - linked in the comments below.

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HUGE HubSpot change 🔥 Set Ticket Limits by Channel to Reduce Rep Overload! Support teams know the feeling... Too many tickets, not enough breathing room. With this new feature, Service Managers can set ticket capacity limits by channel (Calling, Messaging, Email/Other) for each rep, making sure workloads match skill level and experience. 💪 🧠 Reps can now see when they’re at capacity 🎯 Managers can assign higher limits to senior team members 📦 Manual reassignment still works, but you’ll see if the rep is already at max 💬 Live Chat settings let you customize messaging when no one’s available When reps aren’t overwhelmed, customers get faster, better service.

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