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Mobile first is a communication strategy that is spreading. The move towards mobile is undeniably reshaping the face of business - but, as well as extending enterprise mobility and flexibility for workers, it also brings challenges.

On top of that, increased compliance and regulatory requirements means that the ability to record calls, particularly in the financial services, on any device, regardless of location is becoming essential.

Companies use more and more digital communications channels to keep in touch with their customers. That can be a problem, as it means more dialogues and more media to record. Don’t worry though, Touch has you covered!

Eikon Messenger is a global communication and data platform used by more than 300,000 financial services professionals around the world to access to real time market data, news, fundamental data, analytics, trading and messaging tools. Eikon Messenger is delivered by Refinitiv, formerly the Financial and Risk business of Thomson Reuters.

The idea that artificial intelligence (AI) and machine learning (ML) will become key enablers for leveraging the huge volumes of data that organisations now hold on their customers is not a new one.

In time, many believe that these technologies will form the basis for managing all customer relationships and for enhancing customer value. For example, Gartner predicts that more than 85 per cent of all customer interactions will be managed without human involvement by 2020. Will Gartner´s prediction be right? Nevertheless, it’s a question of ‘when’, not ‘if’.