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Insider News
News & views from industry partners and suppliers
Customer-centricity is the engine driving brandsâ?T innovation and success
A 2022 Gartner Peer Insights Customers' Choice for Data and Analytics Service Providers
CCA PARTNERSEXL is the only vendor recognized for all the three consecutive years as a Customers' Choice in Gartner Peer Insights Voice of the Customer: Data and Analytics Services Providers.
Customers demand digital tools that enable them to solve any issue, anytime. Their need for instant gratification requires connected solutions - and organizations tumble down the priority list when they treat digital as an afterthought.
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CCA CEO, Anne Marie Forsyth in conversation with leading expert, Rachel Lane, Principal Head of Global Contact Center Strategy from Partners Medallia
CCA PARTNERSWhen you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.
EXL's client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022.
Inculcating a data driven culture to unleash the power of analytics in the Lloyd's market
CCA PARTNERSData is essential for any organization - a fact confirmed by recent research from Lloyd's. The latest Blueprint II report, a forward-looking report on the digitalization of the insurance industry released by Lloyd's, reaffirms this fact that data is at th
EXL EXELIA.AI, a conversational AI solution improves caller experience for a top US insurer
CCA PARTNERSEXL proposed to reduce the manual efforts in the client's customer service center by introducing EXL EXELIA.AI, a conversational AI solution incorporating next-generation natural language understanding (NLU) and machine learning models.
Highly intelligent human-like A.I. for TMCs is now a reality
CCA Thought Leadership Benchmarking - Attract and Keep the Right Talent for Future Success
CCA PARTNERSAs part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
Webinar: Knowledge Hubs | Turbocharge your CX and AX with KX (Knowledge-Guided Experience)
CCA PARTNERSIn this webinar session with partners eGain, we will disucss the latest research on the pain points that stand between customers and the experience they seek. Our expert contributors will explain how best to gather and organise knowledge, supporting custo
EXL recognized as a Major Player in IDC MarketScape for Intelligent Automation Services
CCA PARTNERSEmerging category of services expands traditional business process management capabilities with advanced analytics and AI-driven platforms
Executive Round Table: Measuring to Motivate - Analyse and Empower with New Metrics for a Post-Pandemic World
CCA PARTNERSFrom analytics to automation, where do you start? Watch this executive, virtual round table session where we'll discuss the challenges and opportunities that arise when considering what post-pandemic measurement can and should look like, and why now is th
Has cloud (and a pandemic) enabled us to finally punch above our weight?
A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and how to navigate emoti
Executive Round Table: You know what you know - how can advisors be more effective with better access to knowledge management?
CCA PARTNERSIn this intimate session for senior service and CX executives, we explore issues including: what 'quick win' opportunities are available to improve advisor knowledge and understanding the true cost of inadequate systems on costs, satisfaction, and quality
Inbound Media Group joins EXL, enhancing capabilities in data-driven customer acquisition and digital engagement
CCA PARTNERSMarriage of industry-leading consumer data and analytics with proven performance marketing solutions creates breakthrough capabilities for health, insurance, and financial services clients.
Improving operations through analytics
Webhelp expands LATAM capability with acquisition of leading Brazilian Digital Customer Experience Provider, Grupo Services
CCA PARTNERSDeal adds 9,,000 people and outsourcing, digital transformation and AI capabilities in customer care, collections and sales
CX trends and advice for inflationary periods
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