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Top 10 Investment Priorities for 2016 for Customer Service Leaders

Top 10 Investment Priorities for 2016 for Customer Service Leaders

Ahead of the 2016 Executive Customer Contact Exchange we have surveyed the customer contact professionals attending the event to understand their biggest customer service challenges, and which services and solutions they plan to invest in as we head into 2017. Download your copy to find out the results of this cross-industry survey.

2016 Death Of The Contact Centre As We Know It?

2016 Death Of The Contact Centre As We Know It?

Companies are starting to realise that their customer contact can’t just be good some of the time, it has to be consistently excellent across all channels all of the time. So with traditional methods dying out to new and innovative technologies and solutions that are shaping the contact centre of the future...does 2016 spell the death of the contact centre as we know it? 
Forrester: How To Move From Personalization To Individualization

Forrester: How To Move From Personalization To Individualization

Forrester Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha, presented at the Executive Customer Contact Exchange on the importance of data-driven CX design and the rise of individualized experiences.

Here is a sneak peek at Forrester's excerpt from its December report, “Personalization And The Rise Of Individualized Experiences” written Joana’s colleague VP and Principal Analyst, Tony Costa. A Must Read!