Insurance: Ensuring the Operational Foundations are in Place to Accelerate Business Transformation
Explore the key trends shaping the future and how leaders in the insurance sector are leveraging technology to stay ahead.
Leadership Series
Energy & Utilities: Future-Proofing the Contact Centre for 2025 and Beyond
Discover the strategies to future-proof contact centres amidst challenges like the energy crisis, rising customer expectations, and regulatory pressures.
Insurance: Collaboration to Better Protect Customers
Explore the importance of collaboration to enhance customer experience, protect against risks, and foster innovation.
Financial Services: Why Insights are Key to Building your Strategic Value
Download the Leadership Series report – Why Insights are Key to Building your Strategic Value.
Retail: Bringing the Contact Centre and Instore Experience Together
With 80% of consumers researching online before buying, how are contact centres and in-store teams adapting to support these informed shoppers?
Insurance: Supporting Our Leaders to Flourish
Discover how contact centre leaders in the Insurance sector are approaching challenges in supporting future leaders.
Financial Services: Tackling the Fraud Epidemic in Contact Centres
According to research, six out of ten fraud incidents are related to contact centres in some way. How are contact centre leaders responding?
Insurance: The Contact Centre as a Career of Choice
Download: Is recruitment getting easier or harder in the contact centre space? That’s a particular concern for the insurance sector where customer service can prove a key competitive differentiator.
Financial Services: Building the Contact Centre’s New Target Operating Model
Download: To stay ahead of the rapid changes in customer behaviours, cost-of-living concerns, complex post-pandemic resourcing, and global conflict, contact centre
Retail: Closing the CX Expectation Gap
Download: Customer satisfaction in the UK has hit its lowest point since 2015, with multiple factors contributing to this decline according to the latest UKCSI