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David Ford

David Ford, Former CEO, Magnetic North

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Billions Wasted on Poor Customer Experiences

Billions Wasted on Poor Customer Experiences

What They Don’t Tell You About the Cloud

What They Don’t Tell You About the Cloud

3 Ways to Decrease Customer Queue Frustration

3 Ways to Decrease Customer Queue Frustration

How Do I… Make YouTube into a Self-Service Channel?

How Do I… Make YouTube into a Self-Service Channel?

5 Ways to Boost Your Outbound Contact Strategy

5 Ways to Boost Your Outbound Contact Strategy

Clearing the clouds around cloud-based call recording

Clearing the clouds around cloud-based call recording

White Paper: Why contact centres are moving to the cloud

White Paper: Why contact centres are moving to the cloud

Finance and Utilities Rated Top Sectors for Customer Service

Finance and Utilities Rated Top Sectors for Customer…

Self-Regulation Needed to Crack Silent Calls

Self-Regulation Needed to Crack Silent Calls

Cloud Fears Unfounded

Cloud Fears Unfounded

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

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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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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