Voice of the European Contact Centre Consumer 2023

ECCCSE research supported by Odigo

After tracking consumer opinion for several years in the UK, ECCCSE (European Contact Centre & Customer Service Exchange) have expanded the scope of their comprehensive research to compare and contrast consumer needs and perceptions across Europe.

Why is the Voice of the European Contact Centre Consumer 2023 so relevant?

Many enterprises serve consumers in multiple countries and vertical sectors.
Rapid digitalisation with different levels of adoption and heavy competition have dramatically changed the CX landscape.
Tough times politically and financially are sensitising consumers to poor experiences.

This research is an urgent reminder of why organisations across Europe and the UK must continue investing in the customer experience and the contact experience, and to place the customer at the centre of everything that they do.

Leigh Hopwood

Managing Director of ECCCSE and CEO of CCMA

Big variations in customer service ratings are observed between industries and between countries

Stephen Yap

Research Director at the CCMA

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