Industry leaders are embracing change in the current climate

In this report, we outline how and why the contact centre has become elevated, the elevation of the customer service function, and the growing emphasis on supporting colleagues on the front line.

“Senior exec roles tended to come from marketeers, from finance, from business schools. Now they’re coming from service. We’ll see more and more of this because of the value we bring into the organisation of hearing and seeing it from the customer perspective. That is the key differentiator.”

Jonathan Cowie, Vivid Homes

What’s in the report?

  • Balancing the needs of customers and staff
  • Anticipating the strategic trajectory
  • Developing an advantage

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How can you turn challenge into opportunity?