Thought leadership

Explore in depth thought leadership articles written by focus group professionals within the business technology industry sharing expert insight practical research findings and informed perspectives to help organisations understand trends challenges and opportunities.

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Why the future of customer service isn't AI – it's augmented humanity

Discover why the future of customer service is not driven by AI alone but by augmented humanity combining human insight with technology to deliver more meaningful customer experiences.

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Published: December 16, 2025

Category: AI

AI ready or AI reliant: Building sustainable foundations for growing businesses

Explore why successful AI adoption isn’t about jumping straight to automation, but about becoming truly AI-ready with strong data, governance and capability so technology enhances value rather than becoming a costly dependency.

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Published: December 1, 2025

Category: AI

Peace of mind-as-a-Service: How outsourcing IT is giving SMEs more control

Discover how outsourcing IT doesn’t mean giving up control, but instead empowers SMEs with enterprise-grade expertise, predictable costs and stronger security so they can focus on growth with greater confidence and agility.

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Published: September 16, 2025

Category: IT

Thought leadership

Why the future of customer service isn't AI – it's augmented humanity

AI ready or AI reliant: Building sustainable foundations for growing businesses

Peace of mind-as-a-Service: How outsourcing IT is giving SMEs more control

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