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A collaborative project using a close network of leading private and public sector brands, this report draws together insights from research captured and analysed since the beginning of the pandemic along with key market intelligence to produce critical l
Over 89% of customer service leaders in the UK have seen an increase in support volumes across digital channels like email, live-chat & messaging, social media and website.
CCA are conducting new research for 2020, in association with Platinum partners Twilio. The research seeks to understand how working patterns, technology and CX journeys are likely to evolve over the next twelve months, and what new challenges will emerge
New research launched today - The Futre of Work and Automation in CX
CCA outlines new research on how organisations can plan for the future and make the critical decisions that will ensure their continued relevance and also maximise on any opportunities that arise as a result.
2011 has been a turbulent year across the globe with raft of historically significant events unfolding before our eyes. From the birth of the Arab Spring and eurozone financial crisis to the London riots and Japanese earthquake, there have been dra...