2020 has proved a remarkable year for all of our members. Customer service delivery and customer experience models have been severely tested as this pandemic played out. But the industry has risen to the challenge and is providing customers with sound gui
This research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience. Areas of attention include: - The potential barriers preventing organisations from being more digitall
'Sentiment' is generally referred to as a method of measuring emotion in customer and agent interactions. This report offers an insight into sentiment analytics as the foundation for AI modelling for understanding customer and agent interactions, and how
Calculating the return on investment of digital transformation is much more complex than for more traditional investments and there will be multiple opportunity costs relating to the decisions of where to focus any outlay. Customer experience professional
This report documents the constantly evolving enterprise of digital transformation. As disruptive technologies and their impact on organisations and markets continue to progress, this report aims to capture the shifts and trends that are shaping modern di
Conversational Interfaces, Business Process Automation and Event-Driven Application Architecture are key driving forces of the future of applications, according to this report from Gartner. Enhanced by AI services and models, these will enable modern use
The 'UK Contact Centre Decision-Makers' Guide (2019/20 - 17th edition)' studies the performance, operations, technology and HR aspects of UK contact centre operations.