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Tomorrow s Customer Contact Centre


Francesca Lehning

Tomorrow s Customer Contact Centre

How data, analytics and AI are transforming customer expectations

The evolution of customer expectations has been a catalyst for change in many customer contact centres.

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.

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Contact Centre Week Europe

Following demand from across the customer service and contact centre community for a peer-led, discussion-based and theory-free meeting point, Customer Contact Week Europe is the new place to exchange ideas that will shape the future of the customer service and contact centre industry.

Developed entirely for customer service professionals, by customer service professionals, join the community in March for three days of high-quality content, benchmarking and practical takeaways built entirely around the questions you’ve been asking.