Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
How Data Annotation Drives the Success of AI Model Training
Can AI get it wrong? Absolutely. Sometimes the technology fails to perform as expected, leading to misleading outputs, causing harm, or simply making mistakes. And the stakes go far beyond customer satisfaction. The actual risks are to your brand reputation, financial well-being, and the overall continuity of business operations. Therefore, doing it right should be a priority when embarking on an AI-driven journey. The truth is that AI [...]
Moderation Under Fire: Protecting Platforms While Staying Fair and Compliant
Content moderation is feeling the heat. Critics argue it is either too heavy-handed, too slow, or not strong enough. Platforms are caught between user safety, legal obligations, and public trust, all while digital engagement and harmful materials grow faster than Trust and Safety teams can handle. Hiring thousands of additional moderators is not a feasible solution. Thus, AI is leading the way but requires the right skills, oversight, [...]
The Future of CX: Building Resilient Strategies in an AI-Driven World
CX resilience is no longer about survival. It now demands the ability to thrive in a world shaped by accelerating AI and rising customer expectations, where constant changes and disruptions are unforgiving. The result? Moving beyond the basics is essential. It is about building systems that flex and scale, no matter the circumstances. The key is ensuring that your company's support services hold steady and excel, fostering loyalty [...]
The Future of Customer Service: How AI is Empowering Contact Center Agents
We are entering a new era of hybrid contact centres, where people and AI collaborate seamlessly to redefine the customer experience. The agent’s role is no longer reactive. Armed with insights, real-time suggestions, and deep analysis, they become the shining stars of CX, driving engagement and winning consumer hearts. Multi-platform detectives, integration whisperers, memory banks, and crisis negotiators - this is what simple client assistance transforms into. So [...]
Generative AI in Customer Experience: Real Impact, Key Risks, and What’s Next
Generative AI: A CX Game-Changer or a Fleeting Trend? This article delves into the pros and cons. As companies face rising costs, talent shortages, and increasing consumer churn, they actively seek game-changing opportunities to enhance customer experience. Those who succeed will reap the rewards—especially as shopper expectations evolve rapidly, while many legacy CX systems remain anchored in an era of slower, simpler solutions. The potential to do more [...]
Data Labelling and Annotation: The Human Touch Behind Smarter AI
AI isn’t born smart—it’s made. Its brilliance comes from continuous refinement, real-world testing, and an unrelenting drive for improvement. While this technology can deliver impressive results, its true potential depends on the quality of the data it learns from—meticulously annotated, labelled, and curated. The better the data, the greater AI’s efficiency, accuracy, and fairness. So, while AI may seem like a miracle, it’s only as intelligent as the [...]
Trust and Safety in Transition: Trends, Challenges, and Future Innovations
The digital world is home to approximately 5.5 billion people—connecting, working, shopping, and seeking entertainment. Yet, as this online population grows and interactions multiply, its foundation's cracks widen. Harassment, hate speech, and cybercrime have become as pervasive as the platforms themselves. The true challenge is not merely responding to these threats but building more brilliant, more adaptive systems capable of staying ahead, where everyone feels welcome, safe, enjoyable [...]
A Small Island, Big Opportunities: Presenting Taiwan in the BPO World
Taiwan is an exotic island near major Asian markets, surrounded by warm seas and rich in cultural monuments and natural landscapes. Beyond these unique advantages, the country excels in business agility, modern infrastructure, and cutting-edge innovation, making it a dynamic hub for business, work, and leisure. Thanks to its strategic location, skilled workforce, and substantial technological ecosystem, Taiwan has become a powerful BPO destination, with its growth and [...]
Customer Experience in 2025: Key Trends and Insights
Exciting times are ahead. The AI-driven future of CX is no longer a distant vision—it is unfolding now. This wave promises extraordinary efficiencies, impactful optimisations, and new ways to engage buyers. Yet, it also raises concerns about the evolving role of humans and the challenge of getting it right. One thing is certain—how brands interact with consumers will never be the same. Nevertheless, while AI accelerates the transformation, [...]
Greece in the Spotlight: Uncover a Fresh Frontier for Global Outsourcing
Greece is fast becoming a top-tier destination for business process outsourcing in Southern Europe. The country is attracting the attention of global brands from various industries, offering a unique combination of strategic advantages. With a growing economy, ambitious talents, competitive labour costs, and modern, tech-driven infrastructure, Greece is not just an option for cost-effective outsourcing but a smart, forward-thinking choice for BPO that delivers significant value. Read [...]