Independent research to shape your CX, QA, and contact centre strategy for the year ahead.
Download the report now to see where your contact centre stands. 👉
Customer expectations continue to rise. Digital journeys are becoming more fragmented. AI is accelerating change while creating new questions about accuracy, trust, and governance.
This report brings together thousands of UK data points to show what is really happening inside contact centres and what leaders are prioritising for 2026.
What You Will Learn
-How customer expectations are evolving and where organisations are struggling to keep pace
-The root causes of repeat contacts and quality assurance issues
-Where digital journeys are breaking down and creating failure demand
-How workforce pressures and coaching gaps impact performance
-The current state of AI adoption, accuracy, and customer trust
-The investment areas CX leaders plan to focus on over the next 24 months
The guide also includes 100+charts and benchmarks to help you compare your own performance with the wider UK market.
This ContactBabel report, in partnership with Scorebuddy, is for anyone shaping customer experience, or operational performance in a contact centre.
Use the independent evidence to benchmark today’s reality, prioritise improvements, and support business cases with confidence.
