2020 Customer Strategy & Planning Speakers

This whitepaper, based on a survey conducted by The Forum in Spring 2024, explores the current state and future prospects of Customer Experience (CX) across various industries, with a focus on the impact of Artificial Intelligence (AI) and evolving technology on frontline agents, managers, and overall operations.

The 4th survey in the Hybrid Working in the Contact Centre survey series (2016, 2019, 2022 and 2025) shows that hybrid working is here to stay. Learn what the most popular contact centre hybrid working models are today, about the main WFH/hybrid issues organisations are experiencing and the main benefits they are realising, how homeworker performance compares with office workers, and what technologies are being used to support WFH/hybrid operations. 100 UK contact centres were surveyed.

Today’s customer experience (CX) landscape is more complex than ever. Customers engage with organisations across a growing range of channels — from calls and emails, to live chat and social media — and their expectations for speed, personalisation, and seamless service are rising just as fast. But the promise of omnichannel hasn’t necessarily lived up to the hype.
 

Calabrio surveyed 400+ global contact center leaders, and the message is clear: AI is no longer the future – it’s here. With 98% of contact centers already using it, what’s its real impact?
 
In the 2025 State of the Contact Center Report, we reveal how to bridge the gap between AI, your agents, and the future of customer experience. 

FourNet’s LADiT index is a go-to-map for every local authority considering the next steps in their digital transformation journey.

Our detailed CX analysis reveals the make-up of local populations with trends and analysis which will be critical for every council to consider when deciding how to invest in the latest tech and how to design their digital services and CX journey.
 

The CX challenges facing contact center leaders across the world have changed; top of the list is answering two pressing questions:

How do you do more with less?
How can you maximize workforce efficiency?
The Open CCaaS Advantage report explores how companies can overcome these challenges with an open approach to data, AI and contact center ecosystems.

The report demonstrates the shortcomings of traditional CCaaS solutions and gives you a guide to creating genuine ROI by building CX automation into the heart of your contact center applications.