Smart Service Research
I am really looking forward to seeing the first results coming through from our recent research project with KANA on ‘Smart Service – Will the contact centre remain the cornerstone of your customer service offering?’
Our Customer Experience Council members have been selected to see a preview of the results, and discuss the initial findings at our forthcoming Executive Dinner that will take place in Leeds on Tuesday, 4 September. And I am absolutely delighted to have Steven Thurlow, Head of Global Product Strategy and the team from KANA as our hosts for the evening - I very much looking forward to the discussion.
We have had input from a wide-range of member organisations in both public and private sectors, as well as a number of executive interviews with industry leaders and experts from organisations such as Virgin Money, Royal Mail, BT, Yodel, Standard Life and HMRC.
The final results and report will be launched at CCA Convention in Glasgow on 6 & 7 November 2012. If you’d like to know more about the research or the event, please get in touch.