Steve Morrell is the Managing Director of ContactBabel. ContactBabel is an industry analyst firm, which studies the global contact centre and customer engagement industries. They recently published the 18th annual edition of their contact centre decision makers guide, which analyses the customer service industry with feedback from over 200 companies. In the podcast Steve talks about this research, customer demographics, and compares CX in the UK and USA. http://www.contactbabel.com/ https://www.linkedin.com/in/steve-morrell-680b921/ https://www.linkedin.com/pulse/2018-19-uk-contact-centre-decision-makers-guide-now-steve-morrell/