Since 2005, our programme of work has grown extensively and our unique approach to gathering a wide set of views sets us apart from other industry-led initiatives.
Our objectives for 2012 include:
- Build on our position as leading authority on the future of customer contact;
- Extend the reach of our insight enterprise-wide to affect change;
- Deliver value to individual participants and the industry at large;
- Through collaboration and working together, create a vision for the future; and
- Be recognised as a force for change
To achieve these objectives, we will focus our Research Programme on 4 key themes: customers, people, technology, operational performance and business success.