In this article 01. Do you assume your quiet customers are okay? 02. Access the On-Demand Webinar Now. This event has now taken place. To access the on-demand recording of this webinar, please click this link. Do you assume your quiet customers are okay? Organisations often misinterpret customer silence as satisfaction, and in doing so accept the significant price of those assumptions. Quiet can mean disengaged, or unsatisfied, leading to churn, cancellations, and increased costs Customer expectations are evolving rapidly – increasingly demanding seamless and personalised interactions. Businesses must proactively keep consumers engaged in conversation and learn what each customer needs without asking them to reach out. In doing so, increasing operational efficiency, and adding no additional burden on the contact centre. According to Gartner: “By 2025, proactive customer engagement interactions will outnumber reactive customer engagement interactions.” To deliver the best possible services, businesses must learn how to anticipate their customers’ needs – even before they do. In doing so, transforming customer contact from a reactive to a proactive service – substantially improving customer experience, increasing operational efficiency, and offering a lifeline to their overwhelmed inbound contact centres. In this webinar, Hamish Cliff, Head of Client Success at Business Systems, Barry Webb, Business Systems’ Senior Digital Transformation Strategist and Mark Smith, CEO at ContactEngine explore how organisations can enhance their CX through the strategic implementation of Proactive Conversational AI. Provoking many more customers to engage than otherwise would have, to remove the assumption, reduce costs, increase revenue, and dramatically improve CX. Leading customers into the future of brand communications, where they don’t even need to ask. What you will learn: The art of Proactive Engagement: how anticipating and addressing customer issues before they escalate leads to enhanced customer satisfaction, loyalty and reduced operational costs. Introduction to Proactive Conversational AI: participants will gain a comprehensive understanding of the core principles and functionalities of Proactive Conversational AI, the benefits, and the difference between proactive and reactive approaches including when to use each of them. The State of Customer Experience: a deep dive into current challenges in delivering exceptional CX and identifying the impact of proactive engagement. Cost Saving and Increasing Revenue: how a more proactive communication approach can positively impact commercial outcomes. Implementation Strategies: how organisations starting their Proactive Conversational AI journey can develop a roadmap for success. Addressing common implementation challenges and best practices. Implementing the Right Technology: Learn how the right technology can ensure up to 97% of customers are engaged in proactive conversation, improving containment rates. Discover how AI-powered chatbots and virtual assistants can handle routine inquiries, freeing up human agents to focus on more complex and emotionally charged customer interactions. How, together, Business Systems and ContactEngine are helping organisations transform CX by delivering consistent, personalised, and effective customer engagement across the entire customer journey. Access the On-Demand Webinar Now. Written by: Business Systems UK
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Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
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Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it