Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.

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Priorities around shifting organisational culture and leadership mean businesses require to remodel, reinvent and repurpose their models of work to ensure everyone understands their role in serving the customer.

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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

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This new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and

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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.

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Almost half of working adults were working from home at times during the coronavirus (COVID-19) pandemic, but what will business as usual look like with restrictions lifted?

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