Report

THE FUTURE OF CUSTOMER CONTACT

THE FUTURE OF CUSTOMER CONTACT

As the future of customer contact evolves rapidly to cater for mobile enterprises and the digitalisation of the industry, we spoke to industry insiders to uncover the top challenges faced by industry professionals in 2016, the technologies shaping the future of the industry and the ways in which customer contact centres can implement a customer-centric culture! 
AIRBERLIN'S CUSTOMER CONTACT JOURNEY

AIRBERLIN'S CUSTOMER CONTACT JOURNEY

airberlin is Germany's second largest airline. It currently works with a number of outsourcing partners, and is amid an important transformation process. Through the implementation of new technologies and processes, the airline will  improve customer interactions and make their contact center landscape leaner and smarter. We interviewed airberlin's Vice President, Customer Interaction, Carsten Biel to find out more. Along with data gathered by our partner, the Call Centre IQ, we analyse the fundamentals of airberlin's customer contact strategy and how they see the future unfolding.
CCW 2017: THE INTERVIEWS

CCW 2017: THE INTERVIEWS

Remember that nice customer service agent who diffused your anger, and solved your problem without a moment's hesitation? Well Sandra's composure might not be as genuine as you first thought...

A collection of the world's largest companies are now turning to "bots" for their customer service. The journey is upon us.

In this e-book, we hear from three industry experts, who are directly impacting their respective companies customer contact strategies to learn more about this journey.
TOMORROW'S CUSTOMER CONTACT CENTRE

TOMORROW'S CUSTOMER CONTACT CENTRE

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.
CUSTOMER CONTACT WEEK 2017 SHOW REPORT

CUSTOMER CONTACT WEEK 2017 SHOW REPORT

From Vegas to London: The legendary Customer Contact Show made its long awaited debut in March 2017. Over 160 customer experience and customer contact heads presented cutting edge case studies, hosted inspirational discussions as well as sharing plenty of practical tips to shape the future of customer contact!

Read the post-show report to dsicover the top speakers and sessions from CCW 2017. 

Customer Contact Week is back and promises to bigger than ever before! CCW 2018 is taking place in Glasgow on 12th - 14th March and has over 65+ inspiring speakers and will cover a huge array of hot topics. 

CHATBOTS: SPECIAL REPORT

CHATBOTS: SPECIAL REPORT

Chatbots may be automation tools, but they are also engagement tools. They empower businesses to deliver more productive, more personalised, more frictionless experiences throughout the journey. They also help reduce costs.

This CCW Special Report features insights, anecdotes and advice from several leading customer management executives and thought leaders on the adoption of chat bots.