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We regularly publish articles, white papers, and podcasts from both our internal team and our industry partners. Read the latest thought leadership pieces below relating to customer experience.

In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.

Watch: Switching to True Personalised Customer Experiences

In this online seminar, Leigh spoke to industry leaders about the barriers to personalisation, what it takes to get there, and what benefits can be realised.

The contact centre is often maligned, yet remains invaluable to businesses in today's digital, omnichannel world.

Heard, Valued and Trusted: the Key to Contact Centre Excellence

The contact centre is often maligned, yet remains invaluable to businesses in today’s digital, omnichannel world.

What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.

Watch: Voice of the Contact Centre Consumer 2024

What does the consumer really think about the contact centre and the service they receive? Catch up in our online seminar as we launch the Voice of the Contact Centre Consumer research.

Discover what the top three priorities are in customer experience differentiation and investment.

Customer Experience Differentiation and Investment – What are the Top Priorities?

Discover what the top three priorities are in customer experience differentiation and investment.

Watch our online seminar where we launched our latest research examining how consumer attitudes have changed.

Watch: Implications of Changing Consumer Confidence on Customer Contact

Watch our online seminar where we launched our latest research examining how consumer attitudes have changed.

Leigh Hopwood, CEO at CCMA, reveals what it takes to be the best in the contact centre industry.

Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken?

Leigh Hopwood, CEO at CCMA, reveals what it takes to be the best in the contact centre industry.

Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.

Unveiling the Magic of Data: Revolutionising Contact Centre Customer Experience

Any organisation looking to deliver great CX at a reasonable price will have to leverage both technology and data.

Watch our CCMA Online Seminar where we looked at some of the outcomes from the CCMA Benchmark and what has changed in the last 12 months.

Watch: How do you Compare with the CCMA Benchmark?

Watch our CCMA Online Seminar where we looked at some of the outcomes from the CCMA Benchmark and what has changed in the last 12 months.

Watch our CCMA Online Seminar: Using Contact Centre Insights to Elevate CX and EX and find out how you can turn these insights into action.

Watch: Using Contact Centre Insights to Elevate CX and EX

Watch our CCMA Online Seminar: Using Contact Centre Insights to Elevate CX and EX and find out how you can turn these insights into action.

Download the free eBook which provides practical tips on how to deliver excellent customer experience.

The Practical Guide to Optimising CX in your Contact Centre

Download the free eBook which provides practical tips on how to deliver excellent customer experience.

Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer

From AI Theory to Practice: Insights from Customer Service

Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer

It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre

CCMA Benchmarking 2024 is approaching!

It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre

Customer Experience Strategies

Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising a preference based on something. We might not be able to articulate

The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.

What a Conference! UK National Contact Centre Conference 2023

The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.

How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts...

The Changing Role of the Contact Centre Frontline

How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts…

Watch our CCMA Online Seminar: Balancing Fighting Fraud with Customer Experience, where we unveiled our latest research and discussed how contact centre operations are dealing with fraud.

Watch: Balancing Fighting Fraud with Customer Experience

Watch our CCMA Online Seminar: Balancing Fighting Fraud with Customer Experience, where we unveiled our latest research and discussed how contact centre operations are dealing with fraud.

Revealing the CX industry's insights into how today's organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.

CX Landscape Report 2023

Revealing the CX industry’s insights into how today’s organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.

A Beacon of Light in a Sea of Indifference. Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power...

UK Power Networks, a shining example of great customer experience

A Beacon of Light in a Sea of Indifference. Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power…

Super Agents at Contact Centres

Super Agents Assemble: The Evolution of Modern Agents

As the main point of contact for brands, contact centres and their agents are pivotal to providing customers with the experience they expect and for making a mark on brand reputation that can impact long-term success.

In the dynamic landscape of business, the integration of Environmental, Social, and Governance (ESG) principles has emerged

Integrating Social Sustainability in Business Process Outsourcing (BPO) through ESG Principles

In the dynamic landscape of business, the integration of Environmental, Social, and Governance (ESG) principles has emerged

Outsourcing contact centres

Outsourcing Checklist: 50 Things to do when choosing a Contact Centre Outsourcing Partner

Deciding to outsource something as critical as your interactions with customers is no easy task. The Customer Experience (CX) you deliver is utterly central to…

Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023

Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.

Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.

The Changing Face of CX in the Contact Centre

Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.

A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.

Revolutionising Customer Service Capacity Planning with Advanced Technologies

A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.

The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.

Voice of the European Contact Centre Consumer

The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.

Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.

Watch: Implications of the Rising Cost of Living on Customer Contact

Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.

Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.

Watch: Embracing Consumer Duty in the Contact Centre

Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Implications of the Rising Cost of Living on Customer Contact

48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?

Watch our CCMA Online Seminar: Voice of the Contact Centre Consumer.

Watch: Voice of the Contact Centre Consumer

Watch our CCMA Online Seminar: Voice of the Contact Centre Consumer.

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Voice of the Contact Centre Consumer

Download our latest research, Voice of the Contact Centre Consumer, to discover the everchanging consumer landscape.

Winning marketing and customer service strategies to improve customer journeys, lifetime value and CX outcomes

The Ultimate Customer Loyalty Handbook

Winning marketing and customer service strategies to improve customer journeys, lifetime value and CX outcomes

As organisations start implementing their strategies for 2023 there will be a common theme underpinning their vision and direction, technology, and transformation.

Public Sector Customer Experience Predictions for 2023

As organisations start implementing their strategies for 2023 there will be a common theme underpinning their vision and direction, technology, and transformation.

61% of adult respondents had difficulties with at least one practical or administrative task following bereavement

Bereavement is everyone’s business

61% of adult respondents had difficulties with at least one practical or administrative task following bereavement

Forrester foresees 2023 to be a year of great upheaval for those responsible for CX at their organisation.

Forrester’s 2023 Customer Experience Predictions

Forrester foresees 2023 to be a year of great upheaval for those responsible for CX at their organisation.

Download the report based on surveys with UK organisations and interviews with UK consumers

2023 UK Contact Centre Decision-Makers’ Guide

Download the report based on surveys with UK organisations and interviews with UK consumers

Watch our online seminar for our Mega Roundtable: How to transform your CX

Watch: Mega Roundtable: How to transform your CX

Watch our online seminar for our Mega Roundtable: How to transform your CX

IRIS recently surveyed 1,000 people about their customer service calling habits, and the results were unmistakable. Find out more.

Your customers can’t hear you. That’s probably not good.

IRIS recently surveyed 1,000 people about their customer service calling habits, and the results were unmistakable. Find out more.

Download Part 6 | The Evolution of the Contact Centre report to discover the five learnings we discovered

Part 6 | Evolution of the Contact Centre

Download Part 6 | The Evolution of the Contact Centre report to discover the five learnings we discovered

How can contact centres benefit from being innovative?

Breaking barriers and accelerating innovation in the contact centre

How can contact centres benefit from being innovative?

Download the Good Practice Guide

Good Practice Guide: How to successfully deliver multilingual customer support

Download the Good Practice Guide

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Voice of the Contact Centre Consumer 2022

This is the second edition of the CCMA’s annual study, Voice of the Contact Centre Consumer.

Read an article by LifeLedger on transforming the CX bereavement journey.

Transforming the CX bereavement journey

Read an article by LifeLedger on transforming the CX bereavement journey.

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Solving the Authentication Puzzle

Download the Solving the Authentication Puzzle report to discover the five discoveries for solving the authentication puzzle.

Download Calabrio's e-book on Embracing Double-Edged Customer Expectations.

Embracing Double-Edged Customer Expectations

Download Calabrio’s e-book on Embracing Double-Edged Customer Expectations.

Watch Martin Hill-Wilson lead the conversation to explore the art of the possible, to talk through a contact centre vision.

Watch A Contact Centre Vision: The Art of the Possible

Watch Martin Hill-Wilson lead the conversation to explore the art of the possible, to talk through a contact centre vision.

Watch our online seminar where we launch our latest research, Part 5 | Evolution of the Contact Centre

Watch the Research Launch: Part 5 | Evolution of the Contact Centre

Watch our online seminar where we launch our latest research, Part 5 | Evolution of the Contact Centre

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

Part 5 | Evolution of the Contact Centre

Download Part 5 | The Evolution of the Contact Centre report to discover the five themes that will drive contact centre strategy in 2022 (and beyond)

In this research we explore Supporting Vulnerable Customers in the Contact Centre

Supporting Vulnerable Customers in the Contact Centre

In this research we explore Supporting Vulnerable Customers in the Contact Centre

Hybrid working is a major challenge right now which is why we have created a series of events and insight content pieces around it.

Hybrid Working Series

Hybrid working is a major challenge right now which is why we have created a series of events and insight content pieces around it.

Download this guide to vulnerable customers in the contact centre from Voyc

Identifying and treating vulnerable customers fairly in financial services contact centres

Download this guide to vulnerable customers in the contact centre from Voyc

UK contact centres play key role in driving brand

Research from the CCMA, supported by Odigo, shows contact centres are imperative in building strong brand loyalty

Government guidance for people who work in or operate offices and contact centres.

Supporting Colleagues during Ramadan

Government guidance for people who work in or operate offices and contact centres.

Martin Teasdale interviews our very own Director of Awards, Jackie Pringle.

Get out of Wrap: Jackie Pringle – Director of Awards for the CCMA

Martin Teasdale interviews our very own Director of Awards, Jackie Pringle.

Customer behaviour has changed, dramatically, and will continue to change. Are you ready?

CX Director Report from Douglas Jackson

Customer behaviour has changed, dramatically, and will continue to change. Are you ready?

Martin Teasdale interviews our very own Research Director Stephen Yap

Get out of Wrap: Stephen Yap – Research Director for the CCMA

Martin Teasdale interviews our very own Research Director Stephen Yap

Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?

How work-from-home can cut contact centre scheduling costs

Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?

Martin Hill Wilson explores what technology we should begin to explore

Martin Hill Wilson predicts the future in 90 seconds

Martin Hill Wilson explores what technology we should begin to explore

We hear from Capita and ServiceNow

Watch – Driving Value from Customer Satisfaction in the Contact Centre

We hear from Capita and ServiceNow

White paper from Sabio on the impact of the pandemic.

How customer service responded to COVID-19

White paper from Sabio on the impact of the pandemic.

Download this new Ipsos Views paper.

Mystery Calling: Dialling up your contact centre performance

Download this new Ipsos Views paper.

Register for the Virtual Ceremony

The UK National Contact Centre Awards 2020 are coming to you!

Register for the Virtual Ceremony

Critical factors to make your AI project a success!

5 essential steps to enhancing interactions with AI

Critical factors to make your AI project a success!

BPA Quality Director on QA and homeworking

CCMA Podcast: Quality monitoring crucial for wellbeing and CX

BPA Quality Director on QA and homeworking

6 rules of social media crisis management

Dealing with a crisis over social media can make or break your brand

How to measure the success of your home-based contact centre

How to ensure CX thrives when advisors work from home

How to measure the success of your home-based contact centre

Huntswood’s Complaints Outlook 2019 is the definitive guide to the UK complaint handling landscape.

Huntswood’s Complaints Outlook 2019 Industry Report

Huntswood’s Complaints Outlook 2019 is the definitive guide to the UK complaint handling landscape.

Understand who your customers really are.

Personas: Fact or Fiction?

Understand who your customers really are.

Why customer service and managing the customer experience (CX) are so important

How Can Customer Service Add Value and Create Sales?

Why customer service and managing the customer experience (CX) are so important

A review of the UK National Contact Centre Conference 2018 at the British Library.

Delivering World Class Service With a Human Touch

A review of the UK National Contact Centre Conference 2018 at the British Library.

The Virtual Assistant era is upon us - read Sabio's white paper on this fast-growing technology

Broadening customer access with the latest intelligent Virtual Assistant technologies

The Virtual Assistant era is upon us – read Sabio’s white paper on this fast-growing technology

The old Data Protection Act has been repealed and replaced with the new

So, has all the GDPR fuss finally finished – or just started?

The old Data Protection Act has been repealed and replaced with the new

Training advisors to engage with customers delivered a 17% increase in call quality.

Learndirect: Walking in your customers’ shoes

Training advisors to engage with customers delivered a 17% increase in call quality.