Thought leadership

A major research initiative is underway to understand how UK companies are planning to create – and pay for – the customer management infrastructures that will be needed to meet their customers’ future demands for accessible, multi-channel services.


“We’re undertaking a comprehensive research study across the UK that will help customer management decision makers understand how their competitors and peers are planning, prioritising and funding their customer management futures,” says Kevin Teasdale, Head of Business Development at contact centre solutions provider Merchants (UK), part of Dimension Data.


 “The results will make vital reading for any organisation keen to compete for the hearts and minds of customers in an age of channel proliferation and social media dominance.”


The research will investigate how organisations are planning to balance the cost of rising customer expectations and channel proliferation with the economics of their businesses.  “We will look at how companies plan to pay for technology and facilities at a time when cloud-based technologies and the emergence of managed services are changing the procurement game,” says Kevin.



“The research report will help decision makers understand how they, their competitors and peers are planning for the future.  We invite them to take part and find out whether they’re leading the pack or trailing the field in the race to deliver competitive, customer focused operations.”


You can take part in the research online by clicking here now.  Participants will be the first to receive a copy of results report when published this summer. 


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