Category Archives: Technology

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This year’s research examines whether customer service is genuinely improving and whether the shift to digital is creating a demographic divide.

For many contact centre leaders and procurement teams, it’s not about access to the technology, but clarity on where to begin.

How do you integrate AI and automation without losing the human connection that customers still need and value?

Between November 2025 and February 2026, CCMA members contributed to four waves of survey data on AI adoption at our How To…. events.

Deploying AI in the contact centre is fundamentally a change management challenge that needs critical strategic planning.

Explore the trends, challenges and opportunities shaping the next era of customer engagement in 2026.

The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping our sector.

The Contact Centre Technology Report 2026 is a vital resource for understanding tech transformation in an AI-driven era.

This Q+A tackles some of the most common Knowledge Management challenges, collated from recent CCMA events and from across our network.

Uncover knowledge management strategies that reduce friction for both customers and colleagues.