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AI readiness: Lessons from the CCMA Tech Summit

AI readiness: Lessons from the CCMA Tech Summit

Gareth Friday 11 November No Comments
Artificial intelligence (AI) is hailed as the fastest-adopted business technology in history, with its potential to revolutionise customer service widely acknowledged. Yet, as the Gartner Hype Cycle reminds us, new…
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Voice of the Contact Centre Consumer 2024

Voice of the Contact Centre Consumer 2024

Stelize Wednesday 9 September No Comments
Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing,…
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Voice of the Contact Centre Consumer 2023

Voice of the Contact Centre Consumer 2023

Gareth Friday 2 February No Comments
Discover 2026’s research here. Documenting a period of profound change The impact of economic pressures on consumers is being expressed in a downward turn in perceptions of customer service. Emotions…
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