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'89% of businesses compete primarily on the basis of customer experience (CX). 73% of consumers say that CX is a deciding factor when making purchase decisions. 42% of customers would not mind paying more when offered a warm and friendly customer experien
In this new, original research report we explore how different thinking is required when organisations connect and relate to customers. Using insights to help improve customer experience will be critical for the voice of customer to lead successful change
Maximising profitability through power of the contact centre
Share your views in this new piece of research!
Join us on Friday 2nd June and enjoy the conversation over a cup of coffee!
Share your views in this new piece of research
New Customer Journey Tracker improves how TPR and HGS analyse and engage with customers
Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.
Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.
Catch up on this short industry briefing session where CCA's CEO Anne Marie Forsyth will be sharing the findings from the analysis of 2020-2021, with a particular focus on future scenarios and conclusions to support you as you work towards building a robu
Today, CCA Global launched new research focused on looking at customer service beyond the pandemic in 2021.