Martin Taylor
Martin Taylor
Martin is the Co-Founder and Deputy CEO of Content Guru, a leading global cloud communications and customer experience technology provider. Martin’s responsibilities include product innovation, strategic market development and the business’s fast-growing healthcare and public sector practice. A pioneer in cloud communications and real-time billing, Martin has been active in growing his business group around the world, since setting up its first company in the UK at the age of 22.
Where Do Messaging Apps Fit in the CX Stack & Why are they Growing in Popularity?
Since launching in 2018, WhatsApp business accounts have been steadily growing, and we will continue to see asynchronous conversational channels go from strength to...
The Key to Winning the Holiday Shopping Week: Master Scalability, Omni-channel, and Self-Service CX
With $15.8 million spent online every minute in the peak hours of the 2024 holiday shopping week it is vital retailers are prepared to...
Are Consumers Ready to Pay a Premium for First-Class CX?
Outstanding customer experience (CX) is often used a key differentiator that allows brands to establish a competitive advantage. Although the cost of great experiences...
Three Artificial Intelligence In Customer Experience Trends for 2025
As 2025 kicks into gear, it’s clear that last year was a pivotal one for Customer Experience (CX). Generative Artificial Intelligence (AI) continued to...
CX Mid-Decade Review: Was VR Overestimated, AI Underestimated?
Predictions from late 2019 looking at the upcoming decade reflected high anticipation for increasing digitalization, with a focus on technologies including artificial intelligence (AI), virtual…
Can the Travel Industry Keep Pace with Rising Post-Pandemic Demand & Expectations?
International travel has been gaining momentum since global restrictions driven by the pandemic stopped it in its tracks in early 2020. A steady rise...
Can Retail’s Success Shed Light on The Best CX Strategies?
The latest customer satisfaction report released in the UK by the Institute of Customer Service, revealed that every industry evaluated has fallen in customer...
Are Machine Customers Revolutionizing the Customer Experience Landscape?
By 2026 1 in 5 customer interactions that come through the contact centre will be from machines. The increase in non-human interactions is being...
Will Conversational AI Provide a Second Wind For Chatbots?
The rise of omni-channel customer experience (CX) means there have never been more ways for consumers to engage with the brands they love, or...
Frontier Airlines: In a Digital Age, Is a No-Phone Customer Experience Model a Step Too Far?
The cost-cutting potential of going digital-only will always draw the attention of business leaders. Should traditional channels be condemned to the history books?