Best Practice Guides

Take a look at our full range of Best Practice Guides - outstanding books that bring together highlights from our extensive online member library of best practice materials. Designed not only to inspire, but also to identify practical insight and provide toolkits and hot tips, we intend our resources to help you to raise standards across the industry. Packed with case studies, research, thought leadership and supplier listings, this is the year-round resource that contains the jewels of the year’s best practice.
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Next generation customer contact: what do we need to do to be ready?

Ironically, the next generation is often about what is possible now, from a technology perspective, but not yet operationalised. That’s the challenge. Yet the waves of change, these past two years, have left more ‘in reach’ than we might have thought possible before. So, let us look at our part in becoming ready for customers who want to engage in new ways.

2022 Best Practice Guide: Your Moment of Truth: Confident to Succeed

Let’s focus in 2022 on the opportunity we have, as professionals, to drive improvement, whether in planning, insight, or customer experience. These articles will inspire you, with a new outlook on the challenges we face at the moment, and what this might draw out of us, as we dare to step forward in our roles. Focus on learning: if we stand still, we will find it even harder to adapt. Explore some of the popular topics and approaches in our Learning Academy. Find out about our 2022 Award Finalists and how they achieved success.