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.
You need to log in to the website to download an e-book PDF of the Best Practice Guides. Click on My Account at the top right to register or Log In.

Published on 15 November 2023

How to unlock value in moving to the cloud

How do you procure technology that increases the likelihood of adoption and transformation, but also accelerates the journey through the selection process? I’m part of a group of specialist practitioner consultants within the Davies Group that very much focus on how to unlock the value of customer experience and the contact centre. With customer experience (CX) technology, you need to look at the wider engagement in the decision, to ensure that the working practices, which deliver benefits, are successfully adopted by operational people.