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A Connected World? Ensuring the right blend of people and technology for customer service


This pan-sector research investigates how technology and applications are impacting or could impact customer service. The report examines customer attitudes about potential applications to improve service, the risk of digital exclusion and how organisations should address it.

? Download the full research report to discover the impact of technology on customer experience.

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Key themes of the research include:

  • Which technologies and applications will be most important for customer experience
  • What is required to implement technologies successfully and achieve business performance and customer service objectives?
  • How best to achieve optimum blend of human and technology-based experiences?
  • What should organisations do to reduce the risk of digital exclusion ?
  • From an AI, data or personalisation perspective are there technologies that are “off limits”?

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