The goal, above all, is to make meaningful connections with customers. Customer contact leaders reveal a lingering passion for the human touch. They will leverage new technology to augment human connections, drive agents to become partners and evaluate customers as multi-faceted, emotion-heavy individuals. CCW Digital's Market Study on the Future of Contact Centre explores this research, ultimately revealing that the best way forward is to make sure the heart of customer centricity is not left in the past. Download the report to find out the key findings.