Guides

Download our latest insights, reports, and practical resources.

Explore how leading brands are transforming customer service with EdgeTier. From AI-driven analytics to real-world case studies, our free guides help you make smarter decisions, improve agent performance, and deliver better experiences at scale.

Real Strategies from CX Leaders in Retail & Travel
At the CCMA Leadership Forum, senior CX leaders from brands including Boots, IKEA, LEGO, and Panasonic shared how they’re transforming contact centres into strategic assets. This exclusive summary reveals what’s really working today—from using customer data to cut costs and drive revenue, to influencing wider business decisions with real-time insight. Featuring actionable ideas and proven approaches from teams tackling the same challenges, it offers a clear view into how AI and automation are accelerating smarter, faster service.
Free Report

Why Is Your NPS Dropping?
In a fast-evolving travel industry, understanding the real reasons behind customer feedback is crucial for making meaningful improvements. This tailored guide for travel support leaders explores how brands are going beyond NPS scores, using AI to analyse thousands of customer comments and uncover the drivers of satisfaction and frustration. With real-world examples from a global OTA, it highlights how AI can reveal insights on tour guides, operators, and itineraries - helping travel companies enhance partner performance, improve service, and boost customer loyalty and advocacy.
Free Guide

Turning Contact Centre Insights into Business Impact with AI
Most organisations are sitting on a goldmine of contact centre data, yet few are unlocking its full potential. This report, developed with ContactBabel, reveals how AI-powered analytics are transforming raw customer interactions into strategic insight. Drawing on input from contact centre leaders and consumers, it uncovers the growing role of AI in identifying root causes of service issues, improving key metrics like repeat contact, and bridging the gap between frontline insight and broader business strategy.
Free Guide