Hello & welcome to your March edition of Insights!
Spring is here, and we're kicking off the season with plenty to get your teeth into. This month, we're continuing our exploration of how AI is transforming customer experience, from the intelligent tools already making a difference for businesses like yours to what the road ahead looks like.
We're also covering a deadline that's closer than many businesses realise, sharing the latest updates from Microsoft to keep you ahead of the curve and celebrating some incredible community impact from Focus Foundation. Let's go!
What couldAIreally do for your customers?
Over the past few months, we've been exploring how Artificial Intelligence (AI) can transform your customer experience, and the conversation is only just getting started. As this technology continues to evolve at pace, Focus Group will be with you every step of the way.
Let's take a look at how many of our customers are leveraging AI to drive growth:
Conversational Intelligence
Is your business sitting on a goldmine of customer insights? Every customer interaction is packed with valuable information but it's often locked away in thousands of calls and messages that nobody has time to review.
Conversational Intelligence is the answer: capturing and analysing every interaction, turning everyday exchanges into smarter, data-driven decisions.
Virtual and Internal Agents
Virtual Agents are available 24/7 across voice channels and web chat, handling greater volumes of routine customer enquiries. Ultimately freeing up your teams to focus on tasks that need a human touch.
Alongside them, Internal Agents work behind the scenes - taking on repetitive tasks, streamlining staff processes and improving the customer experience.
Can AI really fix customer experience?
Our latest podcast explores exactly that. Tune in to hear our CX, AI & Automation team tackle the big questions and what the answers mean for your business.
The traditional copper line network - known as the Public Switched Telephone Network (PSTN) - is being permanently switched off in January 2027. If your business relies on it for telephone systems, broadband, alarms, CCTV or emergency lines, you need a plan in place before the deadline.
Switching sooner means more choice, less disruption, and in many cases a better deal, with modern alternatives like hosted voice offering enhanced features and long-term cost savings.
Let's talk through your options and find the right solution for your business.
We're excited to invite you to join us at Connect on Tour, a one-day event we're running in partnership with Cloudflare this April. Designed for IT decision-makers and tech leaders, it's a packed day of expert-led sessions, hands-on demonstrations and one-to-one engineering deep-dives covering security, networking and AI.
Whether you're looking to strengthen your security posture, modernise your infrastructure or explore what's possible with a unified platform, this is a great opportunity to gain practical insights and connect with peers - all in one place.
Who it's for: IT managers, technology decision-makers and business leaders
When: Wednesday 15th April 2026
Where: The Brewery London, 52 Chiswell St, London EC1Y 4SD
Free tickets available! Simply enter promo code CFPARTNER26when you select 'In-person' for free access to the event.
In 2020, our founders, Chris and Elaine Goodman, began exploring three important questions: Is the UK’s funding gap growing? Why? And does it matter?
Their research uncovered a growing crisis: small grassroots charities delivering vital frontline services were struggling to access the funding they needed to survive. Believing lasting change begins at community level, they founded Focus Foundation to help bridge that gap.
With the support of Focus Group, our patrons, ambassadors and employees, Focus Foundation connects donors with the grassroots organisations at the heart of our communities - transforming generosity into life-changing impact.
Keeping pace with Microsoft updates and AI developments can feel like a full-time job, so we do the heavy lifting for you. Our free Microsoft Knowledge Hub brings together the latest product updates, user experience tips, expert advice and specialist webinars in one easy-to-navigate place.
Whether you're looking to get more from Microsoft 365, explore what's new in Azure, or simply stay one step ahead, it's your go-to resource for making the most of your Microsoft investment.
