AI Marketing

Every customer engagement stack has a villain: the blank slate. Mike Powrie names it, prices it, and explains why memory beats AI in customer conversations.

How much of your contact centre should you automate? Wrong question. Mike Powrie on where AI earns its place, where humans do, and why the handover decides it.

Messaging, voice, email and identity are four systems with four memories. Here is how they become one continuous conversation, and why the register changed things.

"Sorry, can you repeat that?" is the most expensive sentence in customer service. Mike Powrie on why conversations lose their memory, and what it costs.

Most contact centre leaders I speak to have not read the Salesforce help article yet. It is short, it is written in the flat procedural language these notices always use, and it sets a date that a lot of 2027 planning is going to end up revolving around.

Five NeonNow IQ features your agents will actually notice: real-time assist, sentiment alerts, post-call summaries, smart routing and quality insight.

What does building on AWS actually mean for your contact centre? Security, uptime, compliance and scalability explained in plain terms for IT and ops leaders.

Why do most AI contact centre projects fail? Explore the four implementation failure modes and what organisations getting it right do differently.

Klarna replaced 700 agents with AI. Then it started rehiring. Here's what every contact centre leader should learn before their next AI decision.

Setting up a contact centre used to mean weeks of planning, specialist resource, and a project timeline nobody was fully comfortable signing off. NeonNow has changed that.