2019 IDA CX Transformation

CCMA was delighted to work with IDA and EI and a group of member companies to set out a vision for Irish operators in the CX sector. The report urges CX organisations to remain competitive by focussing on the three models for CX evolution; technology adoption, people change and services transformation. It sets out a roadmap for Ireland’s CX sector amid huge leaps in artificial intelligence and automation in recent years. The report was published in May 2019.

CX has entered a digital age where organisations are driven to adjust how they interact and engage with their customers. Digital disruption continues to transform the role of customer contact centres, impacting on skills and technology required for employees to perform. It is therefore essential for centres to actively exploit these opportunities, move up the value chain and provide superior customer experience whilst driving business objectives, this report provides a framework to follow to achieve this.