CCA Customer Experience Network brings together leaders in customer experience research and contact centre management to identify, explore and assess the best tools and techniques for raising customer satisfaction.

These activities help bridge the gap between those who carry out the research and those responsible for reacting to the results by supporting and implementing real and lasting change in contact centre operations.

We recognise that customer experience management is both an art and a science. More and more methods for assessing experience are being used such as quality assurance, qualitative and quantitative research, IVR and online surveys and voice analytics to name a few. We are also seeing more measures based on customer perception such as Net Promotor Score, consumer trust and customer engagement etc.

The range of methodologies and measures will continue to fragment, placing greater emphasis on the skills and judgement of research and managerial executives to work together to improve customer experience.