The CX Network Market Report highlights the importance of customer insight, data, and analytics in the multi-channel contact center. The report explains how multi-channel interactions have impacted contact centers and the need for utilizing customer insights, data, and analytics to measure quality and increase customer satisfaction. The report also includes a case study of Ryanair's customer service challenge and top tips for turning customer data into actionable insights. The report is edited by Zarina de Ruiter, who has worked in the magazine and TV industries and is the Editor of CX Network. The report also includes insights and comments from Dawn Cox, Customer Service and Contact Centre Director at Sainsbury's Bank.
