Customer experience (CX) is the main driver of contact centres across Europe. As customers’ needs and preferences evolve, contact centres need to adapt and innovate with them.

In this dynamic and competitive environment, a new era of CX is emerging; one characterised by transformative technologies, personalised customer journeys and a strategic shift towards self-service.

To gain insights into the current state and future trends of contact centres in Europe, we have conducted a survey of 750 contact centre leaders from various organisations in the region.

Our survey results reveal an industry that is embracing change and opportunity, with a focus on improving customer satisfaction, adopting advanced CX solutions, and using artificial intelligence and automation to enhance efficiency and effectiveness.    

In this report, we will delve into the details of these trends, through the perspective of your peers – contact centre leaders – offering a glimpse into the future of contact centres as they navigate the challenges and opportunities of the current CX landscape. 

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