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David Ford

David Ford, Former CEO, Magnetic North

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What Is a CRM System and How Can It Improve Contact Centre Performance?

What Is a CRM System and How Can It Improve Contact…

An Introduction to… Using Outbound Text Messages for Customer Service

An Introduction to… Using Outbound Text Messages for…

Worst Mistakes to Avoid… Mapping the Customer Journey

Worst Mistakes to Avoid… Mapping the Customer…

Finance and Utilities Rated Top Sectors for Customer Service

Finance and Utilities Rated Top Sectors for Customer…

25 Ways Technology Can … Increase Agent Productivity

25 Ways Technology Can … Increase Agent Productivity

Billions Wasted on Poor Customer Experiences

Billions Wasted on Poor Customer Experiences

What’s Next With… Multichannel?

What’s Next With… Multichannel?

3 Ways to Decrease Customer Queue Frustration

3 Ways to Decrease Customer Queue Frustration

5 Ways to Maintain Customer Satisfaction

5 Ways to Maintain Customer Satisfaction

The Hidden Gems of Call Recording

The Hidden Gems of Call Recording

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What’s Really Compromising Empathy in Customer Service?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports