Steering your customer experience strategy into the future. Our new research highlights the reasons why organisations can no longer afford to ignore the impact of digital transformation.
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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
Are businesses ready for digital transformation? This infographic summarises the findings of our report, produced in collaboration with Vodafone Global Enterprise.
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
This report documents the constantly evolving enterprise of digital transformation. As disruptive technologies and their impact on organisations and markets continue to progress, this report aims to capture the shifts and trends that are shaping modern di
The 'UK Contact Centre Decision-Makers' Guide (2019/20 - 17th edition)' studies the performance, operations, technology and HR aspects of UK contact centre operations.
This research explores how digital transformation is being realised within today's customer-focused organisations.
This research conducted in association with Vodafone Global Enterprise seeks to gather the latest views, opinions and trends on the development of omni-channel customer contact as part of a digital strategy. The research probed the views of customer e
Digital transformation is a key initiative in many boardrooms. In fact, 84% of companies agree that digital transformation is important or critically important to their survival in the next 5 years. Digital transformation requires businesses to accelerate
One of our most challenging issues will be best supporting front-line managers whose responsibilities are very different from what they set out to be.
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