The Standards programme is designed as a journey of improvement leading towards accreditation for Planning, Insight and Quality teams and functions. Whether you are at the start of your journey, wanting to understand the fundamentals of best practice, or an established team wanting to become best-in-class this programme is you.

Who will be rushing back into the office and what choices will people be offered? Is this a global shift in our work lives? What is driving decision making?

Our true measure of success lies in what is done with information we provide and how much it is trusted. Take a look at this changing focus of analysis and consider what it means for your role and function, whether you are in planning, insight, quality, management or leadership.

We got everyone up and running at home in days, despite coming from a standing start. This is how it happened and what we learned that can help us going forwards.

AI capacity is doubling every 3 months and the accuracy of speech recognition is now 96%, up from 75%-80% over the last 3 decades. Almost a third of UK contact centres are looking to deploy AI in the next year, according to Contact Babel.

So, what do we need to know to speak with confidence and apply this in our real world of customer operations?