Learning and development leaders from top customer service-focused brands joined Brightwave Group MD Jonathan Archibald to launch a new report exploring the impact of digital transformation on the customer experience – and the colleague experience – in 2017.

The exclusive report, Role of Digital: Customer Service, compiling the results of a qualitative research exercise commissioned by Brightwave from engagement strategists LearnerLab, goes into the stories behind the stats to make a picture of what digital transformation looks like in the development of customer service skills and knowledge.

A recent poll by Brightwave found that more than two-thirds of Learning Technologies delegates felt that greater employee engagement was the most significant improvement that personalised learning could bring to the workplace.