How will service and CX change by 2025?
Since March 2020 there has been an unprecedented shift to new models of working in service and customer experience.

Long-standing business and operating models have been broken and we have ‘permission’ to rebuild a future-proof approach to emerge stronger, more efficient, and more agile than before.

Since February this year we have been working with more than 50 of the leading service and CX brands across the UK & Ireland to explore different future scenarios to anticipate what service and CX will look like to 2025 with programme partners HGS and Oracle

As we move forward, it is not simply about the right mix of remote and virtual working, it's how these elements come together with what was there before, the changes being planned to operations, and ambitions for delivering outstanding customer service in the future.

Building that future together in a collaborative way is incredibly powerful and we will be sharing the outputs and conclusions in the coming weeks.

Make sure you are head of the curve and pre-register your interest in attending our launch event and accessing the published report.