How will customer contact and the contact centre develop in the short, medium and long term? 

Phenomenal change has already happened. Automation, self-serve, improved management information and analytics, flexible working have become well established. And of course, AI promises to deliver an even bigger step change.

How might things further advance in the future – and how will customers’ expectations evolve as well?

Join us as ECCA Research Director, Stephen Yap, shares predictions from industry leaders on topics such as: 

• How operating models might evolve
• Contact channels and where humans in the loop will still be needed
• Governance and security considerations around handling of critical data
• The contact centre as profit centre 

Hear from Dirk Egelseer, President & Chief Legal Regulation Officer at CCV Germany, Nicola Millard, Principal Innovation Partner at BT, and Jason Roberts, Group Customer Operations Director at Crest Nicholson, in this insightful discussion.