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Promoting digital inclusivity

By thinking holistically about how services interact, and what users really want, we can make a digital society really work for all

Improving first-contact resolution with AI and a closed loop approach

Combining customer service skills with AI technologies will reduce call abandonment rates and help resolve issues on first contact

Why bigger isn’t always better where data is concerned

Businesses need access to high-quality data to undertake the initiatives that will make a real difference to the organisation and its customers

The Data Protection and Digital Information Bill

The UK may be rethinking its approach to data privacy laws. Organisations need to start planning for this now

Defenders of the budget

During a recession, consumers need brands just as much as brands need consumers

Putting customers first

Good CX is a requirement across all sectors, driven by regulations, disruptors, and smart marketers who listen to what their customers want

Securing embedded finance platforms

If organisations fail to secure popular embedded finance services they will destroy the trust their customers place in them

Responsible data practices: the key to customer loyalty

Brands that respect their customers’ privacy will ultimately reap the rewards of consumer loyalty

Thriving through recurring revenue models

Is the subscription boom really over or do repeat revenue models still hold out major promise for businesses?

Customer feedback is not enough

Continuous monitoring of online customers provides a far more insightful way of measuring consumer sentiment than just collecting feedback

Five ways to accelerate customer centricity success

Embracing a customer centric model forces organisations to pivot attention towards creating better solutions that address the real needs of customers - which in turn, drives financial success

Accelerating critical skills mastery to close the enterprise skills gap

Organisations need to act fast if they are to prevent the growing skills gap from impacting performance: micro-learning is the key