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The increasing impact of AI on European contact centres

The increasing impact of AI on European contact centres

by Jo Davies | 25 Oct, 2022 | Our blog

The latest 2022 Odigo-Davies Hickman tracking research, involving 1,035 European business leaders, explores the impact of 11 different applications of artificial intelligence for customer experience (AI for CX) across Belgium/Netherlands, France, Germany, Spain and...
Why market research is essential for understanding customers

Why market research is essential for understanding customers

by Jo Davies | 20 Apr, 2018 | Customer experience, Our blog

The airline steward requested all phones should be switched off. It was this routine request, heard many times before, that alerted my travelling colleague to a problem. Suddenly, he had the unpleasant realisation he’d left his iPhone X in a duty-free shop back in the...
Update of ISO 18295 Customer Contact Centres

Update of ISO 18295 Customer Contact Centres

by Jo Davies | 23 Oct, 2016 | Customer experience, Our blog, Social media and customer contact

What are the main changes in the FDIS compared with the previous version? This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in...

Our blog

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  • More cash in our pockets, will we ever be a cashless society?
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