BT au chevet des décideurs européens LA LIBRE BELGIQUE Download PDF (904KB) Our blog Do consumers prefer text-activated or voice-activated chatbots? What the latest Contact Centre Standard BS EN ISO 18295 tells you Understanding data and statistics: six pieces of guidance Why is customer service more popular than ever? Using research to steer through these uncertain times Why are we witnessing the ‘averagisation’ of customer service? Strategies for researching CX opportunities in 2019 Why great thought leaders are great and PR-aped opinion leadership is not After 7 years, how is the Internet of Things changing customer experience? Algorithms and Big Data: Are they enough to make good business decisions?