by Marcus Hickman | 21 May, 2025 | Our blog
For many consumers the contact centre is the only human touchpoint they have with their energy provider. That one interaction—whether smooth or stressful—can define their view of the entire brand.Research from Engage Customer, conducted with Davies Hickman, reveals...
by Marcus Hickman | 14 May, 2025 | Our blog
In the increasingly competitive home energy market, customer service has become one of the most powerful differentiators. With energy prices broadly aligned across suppliers, the real battleground is trust, experience, and care – especially when things go wrong....
by Marcus Hickman | 30 Apr, 2025 | Customer experience, Our blog
WhatsApp has emerged as a new customer service channel for businesses. While micro businesses have used it extensively, increasingly enterprises are adopting WhatsApp. In this blog we explore the factors driving WhatsApp’s rise in customer service, compare it with...
by Marcus Hickman | 18 Mar, 2025 | Our blog
For the past decade, we have been researching consumer attitudes towards cybersecurity. Through our research with BT, CISOs under the Spotlight, one thing has become clear; concerns are growing, and trust in companies handling personal data is fragile. From financial...
by Marcus Hickman | 7 Feb, 2024 | Our blog
Chris White and Marcus HickmanMarketing science – especially as identified by industry authorities Byron Sharp and Jenny Romaniuk – shows that to really grow, a brand needs to be easier to access in consumer memory, in more buying situations, and for more consumers....
