by Marcus Hickman | 1 Apr, 2026 | Customer experience, Our blog
One thing is clear – organisations providing customer service and customer contact in 2026 have far more technology provider options than they did even two years ago. There is no one standout provider, but the market has been turned upside down by the arrival of...
by Marcus Hickman | 3 Mar, 2026 | Our blog
Real-time Account-to-Account (A2A) payments, commonly presented to consumers as “Pay by Bank”, represent a structural evolution in how money moves through the UK economy. While a modest share of total payment value, growth dynamics, regulatory momentum, and...
by Marcus Hickman | 23 Jan, 2026 | Our blog
CX trends come and go, and most organisations simply watch them unfold. But the leaders who act, who turn change into progress, are the ones who define the future. Large, established organisations often move slowly, constrained by legacy systems and risk aversion,...
by Marcus Hickman | 11 Dec, 2025 | Cybersecurity, Our blog
Until recently, cybersecurity was widely viewed as a technical discipline; essential, but largely invisible to the wider organisation. That perspective shattered in 2025, when cyber-attacks on two of the UK’s most recognisable companies, Marks & Spencer (M&S)...
by Marcus Hickman | 30 Sep, 2025 | Our blog
Why do people struggle to save?Despite the number of tools and products available, many consumers fail to engage meaningfully with savings. Confusion, inertia, and low trust play a major role. Recent research in the JCR, The Benefit and Maleficent Effects of...
