"Putting the DNA of Customer Service into UK Boardrooms" - the first set of white papers submitted by members of Research Council to stimulate discussion and debate with Industry Council participants. 

• Customers - Problems or opportunities? by Henley Centre HeadlightVision
• Seeing the Value in Customer Service by Dr Marco Busi and Marisa Smith, Centre for BPO
• How can the DNA of customer service be put into UK boardrooms? by Andy Millar, ImpactPlus
• Good News - Bad News by Accenture
• Demonstrating value through successful adoption of technology by Paul Scott, Dimension Data UK
• Connecting the service proposition operation with business value aspirations by CM Insight
• Sense and Respond by Steve Parry, Transform4
• Engaging the Call Centre by Gallup

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