2019 gave us many topics to focus on and work to improve – from artificial intelligence and challenges around CX measurement through to people engagement. As we begin to focus on a new year in our fast-paced, always-on world, we want to understand what issues and challenges will be rising to the surface for you next year.

This research project, in association with partners Twilio, seeks to understand the key concerns, areas of focus and issues you will be working to improve throughout 2020.

All information provided will be stored confidentially and reported anonymously. Please take part and help us produce a true reflection of what the top issues for 2020 will be. The survey should take no longer than 5 minutes to complete.

All participants can receive a complimentary preview copy of the results. To receive this please complete your details at the end of the survey.

A copy of the 2019 CCA & Twilio Simplifying the Complex report can be accessed here

Thank you in advance for taking part.

If you have any questions please do not hesitate to get in touch.

Pauline Cochrane
Head of Research & Partnerships, CCA
T: 0141 564 9010

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