Supporting CCA's vision to achieve industry-wide excellence in customer service
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
This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues that customer experience professionals will be working to improve through 2018. It examines the views of customer experience profes
In partnership with Twilio, this report offers an insight into the challenges being faced by CX organisations across the industry, with regards to digital transformation, People and HR, and service expectations among other areas, and asks what can be done
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
Understanding how to leverage human brand attributes to cultivate emotional connection opens up vast potential for brands. This report explores the importance of emotion in CX communications, and how emotion can be used to improve the customer experience.
A report exploring the 'generation gap' between customers, how these differences are perceived by organisations and how big they really are, as well as insights into the expectations and preferences of those from Generation Z up to the Silent Generation.