Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice - Interview with Steve Morrell of Contact Babel

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things.