British customer engagement software provider MaxContact presented its own research on the general condition and trends in the customer service industry – “Operational Efficiency and Customer Experience: Insights for your IT Strategy.”

MaxContact’s VP of Engineering, Matt Yates, commented on the report, saying,

“This report underscores the resilience and adaptability of IT leaders in these trying times. It provides invaluable insights into the strategies and challenges faced by peers, offering advice for making well-informed decisions around operational efficiencies and customer experience for IT leaders.”

The research offers analytics-based insights about processes, technologies, customer experience, operational efficiency, and digital transformation.

In particular, it focuses on the proportion of pro-adaptive IT leaders, those who successfully invest in innovation and consider AI as a vehicle for current progress.