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Articles - Martin Taylor

Martin Taylor, Co-Founder and Deputy CEO, Content Guru

Video Image: How to Tailor Interactions to Individual Customer Preferences

How to Tailor Interactions to Individual Customer Preferences

Illustration of a red and green AI robot heads with a smiley and unhappy face in speech bubble

Are Your Virtual Agents Escalating Far Too Many Queries?

Structuring data concept with a spiral and arrows

How to Centralize Your Data – Before Scaling AI

Customer info, connection and preferences concept

12 Amazing Things You Can Now Do With Customer Preferences

AI connecting people in business with robot handshake and people holding icons

How to Use AI to Connect the Dots – Not Create More Silos

Ai Pilot off to best start concept with a rocket trailing icons

Get Your AI Pilot Off to the Best Possible Start

Gold trophy on top of white steps

Content Guru Achieves Top “Willingness to Recommend” Rating Two Years Running

Video Image: The Evolution of WFM From Spreadsheets to Self-Service

The Evolution of WFM From Spreadsheets to Self-Service

Video Image: Going From First Contact to No Contact

Going From First Contact to No Contact

A person using a digital calendar to manage schedule

Where Self-Service Scheduling Tools Have the Biggest Impact

Collage of traveller sitting on suitcases with digital travel icons.

AI and the Digitalization of Travel CX

A hand placing cogs - technology adoption and implementation concept

Don’t Let Tech Adoption Be an Afterthought

Robot using magnifying glass to analyze rising graph with checkmarks.

Where Are Contact Centres REALLY Seeing AI Success?

Orange rocket launching among clouds with upward graph bars and arrow on black background

New Ways to Boost First Contact Resolution (FCR)

Video Image: How Technology Supports Customer Trust

How Technology Supports Customer Trust

Privacy concept

Key Questions Answered on Data Ownership, Sovereignty, and Regulations Within CX

Customer service on digital channel illustration

Ways to Boost Customer Loyalty in a Digital World

Video Image: Building Human Rapport in an AI-Powered Contact Centre

Building Human Rapport in an AI-Powered Contact Centre

People working remotely concept

Get the Best Out of Your Hybrid Agents

A red note with handwriting BUILD RAPPORT

New Ways to Help Agents Build Rapport

Video Image: Rethinking Quality Management with AI

Rethinking Quality Management With AI

2026 Contact Centre Predictions

Top Contact Centre Predictions for 2026

Create a “Win–Win” Self-Service Strategy

Forecasting concept with graphs

What’s Happening With Forecasting Right Now?

SequenceShift Zendesk Marketplace box

Editor's Pick

Thumbnail 7 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

Thumbnail Are Your Virtual Agents Escalating Far Too Many Queries?

Are Your Virtual Agents Escalating Far Too Many Queries?

Thumbnail How to Boost Customer Survey Response Rates

How to Boost Customer Survey Response Rates

Thumbnail Which Games Actually Work While Agents Are Taking Live Calls?

Which Games Actually Work While Agents Are Taking Live Calls?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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