Category: Business News

The conversation around AI in business is no longer about if, but how and, more importantly, why. Across the BPO and CX landscape, organisations are experimenting with automation, but experimentation alone doesn’t equate to a competitive advantage. For that to happen, there needs to be a need or purpose for the AI – a problem… Continue reading How AI is redefining recruitment without losing the human edge

2026 will be the year that AI becomes a real part of customer service. But as global research and advisory firm Forrester recently pointed out in their predictions for 2026, it won’t be the glamorous kind of ‘real’.   It will be the kind of work that happens behind the scenes: cleaning up data, simplifying… Continue reading AI in 2026: what travel brands need to know about the next wave of customer service

It’s a proven fact: when every business is fighting for attention, it’s service that separates the good from the great, that separates those that thrive from those that disappear. According to a PwC study, 73% of consumers say customer experience is a key factor in their purchasing decisions. Customer service is no longer just a… Continue reading The high price of bad customer experience

Behind every great customer interaction is an engaged, supported employee.

Explore the eight essential takeaways for a successful digital transformation journey. Learn how to drive innovation, customer-centricity and growth in a fast-evolving digital world.

In the age of digital dependency, keeping homes connected is fundamental to daily life, driven by the demand for uninterrupted, high-speed internet services that keep households online and engaged. From streaming entertainment and working remotely to video calls and online learning, connectivity has become the lifeline of the modern home.   Companies that prioritise exceptional… Continue reading Empowering connected homes: How customer experience determines success

As technology continues to revolutionise the customer experience landscape, one thing remains constant: the need for empathetic, expert human problem-solvers in building customer trust and loyalty. While AI-powered tools like the popular consumer-facing ChatGPT are becoming increasingly skilled at mimicking human interactions, the value of AI software in the CX sector is tempered by a… Continue reading Why human expertise still matters in an AI-driven customer experience world.

Discover the critical differences between BPO, GBS, and CXM in off-shore outsourcing. Learn how each service level—from basic process outsourcing to advanced customer experience management—can align with your business goals and drive success.

Russell Stather, Chief Technology Officer of Ignition Group, discusses how South Africa’s internet resilience has increased.

Ignition CX is regarded as a Leader in the global CX industry and delivers exceptional services to its partners. We were recently included on Everest Group’s PEAK Matrix®, and with this recognition Ignition CX takes its place amongst other global powerhouses in the CX industry.