Tomorrow's Customer Contact Centre

How data, analytics and AI are transforming customer expectations

The evolution of customer expectations has been a catalyst for change in many customer contact centres.

In this report we speak to Nicola Millard, Customer Insights & Futurology at BT, Philip Purdy, Customer and Client Services Manager at Travelzoo and Carsten Biel, Vice President Customer Interaction at airberlin.

We analyse the main technological developments affecting the industry and why email and telephone calls are likely to be integral to the customer contact centre for the foreseeable future.

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