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
This report brings readers the latest insights and trends which are impacting employees across the continent. These findings provide a unique opportunity to learn about the changing attitudes of Europe's workforce.
Conversational Interfaces, Business Process Automation and Event-Driven Application Architecture are key driving forces of the future of applications, according to this report from Gartner. Enhanced by AI services and models, these will enable modern use
The 'UK Contact Centre Decision-Makers' Guide (2019/20 - 17th edition)' studies the performance, operations, technology and HR aspects of UK contact centre operations.
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.
This research explores how digital transformation is being realised within today's customer-focused organisations.
Research outputs generated in collaboration with many of our members and benefited greatly from the collective wisdom of our expert networks: Industry Council; Customer Experience Network; BPO Council and Supplier network; all of whom helped get to the he
2016 was the busiest year ever in the history of CCA, with a packed events agenda around UK and Ireland, an extensive research and benchmarking programme and the interest in the new CCA Global Standard© reaching record levels with the launch of our n
2017 was the busiest year ever in the history of CCA, with a packed events agenda around the UK and Ireland, an extensive research and benchmarking programme and interest in CCA Global Standard© reaching record levels with the latest insights from ex
2018 has been an exciting and busy year for the CCA network with many new services developed and delivered in response to the cross sectoral industry requests identified throughout the year. CCA has developed a real time customer feedback loop with me
Findings from the last year in customer service. An overview of the state of the industry and how change is coming into shape for the new decade, as well as a look at how things have changed over the past year.
For this research, conducted in association with Annual Platinum Partners Invest Northern Ireland, and Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda
It's difficult to predict what the future holds, but anticipating trends and planning ahead is what makes some organisations leaders and those who define the market. Completed in partnership with Gobeyond Partners, and including research findings from
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future. We have explored what front-line employees l
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
Six things every manager can do to make sure stress doesn't get in the way of success.
The CIPD's twentieth annual survey, in partnership with Simplyhealth, explores trends and practices in health, well-being and absence management.
For most organisations, communicating and working with other departments is a critical daily activity. This infographic summarises the findings of our Collaborative Working Report, produced in collaboration with Poly (Plantronics).
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