Beating the Blockers: CX Transformation
Presented: 1st December 2021
Hear what customer experience business leaders say is holding back CX transformation
Revealing research conducted with 360 senior Customer Experience (CX) and Digital Transformation management at leading UK-based financial services businesses, NHS trusts and in local government.
Learn about what this means for the direction of travel for CX design in 2022 and a post-COVID world by watching the webinar below.
This webinar revealed exclusive first insight of customer experience market research which was commissioned by Netcall in collaboration with Davies.
We interviewed 360 senior CX and Digital Transformation management at leading UK-based financial services businesses, NHS trusts and in local government.

Hear what customer experience business leaders say is driving CX transformation. This eBook provides all the data from our research project.
Customer Experience Research conducted by Hayhurst Consultancy for Netcall and The Davies Group in August-September 2021. 360 senior Customer Experience and Digital Transformation management at leading UK-based Financial Services businesses, NHS Trusts and in Local Government were surveyed.
You may also like:
Improving employee experience with RPA – Freeing up staff and overcoming manual processes with robotic process automation at ATS Euromaster
We talked to Ross McQueen, Customer Services Manager at Blackburn. They discussed the impacts and adaptations that have been made during and since the pandemic, how and why they have deployed self-service options and chatbots and answered the question: When is a contact centre agent not a contact centre agent?
Having weathered the disruption of a global pandemic, most organisations are stabilising and operating in the new normal, but are we just in the calm before a new storm?
We spoke with Dreams’ Head of Customer Services about how they use technology to drive customer experience.
In this blog we discuss burnout versus bore out. Whilst business leaders have been laser-focused on burnout and ways in which to support staff, its less famous sibling, ‘bore out’, has gone undetected in the background. How can technology play a part in beating both, before it damages customer experience?