Over the course of nearly 300 posts, Jonathan Bennett set a very high bar for this column, so we knew it needed to be placed in the hands of somebody who could do it justice.

In many industries, contact centers are still thought of as cost centers—places to handle complaints and basic inquiries at ...

Jodie Gallagher, Head of UK IFA Products at FE fundinfo, looks at how AI is being used to strengthen the operational backbone ...

A recent exchange on LinkedIn about the EMS industry got me thinking about the many good, bad and ugly NPI processes I have ...