by Marcus Hickman | 11 Oct, 2015 | Smart Service: Video
Marcus Hickman, Director of Davies Hickman Partners, describes how the Internet of Things is transforming customer experience, enabling businesses to provide a Smart...
by Marcus Hickman | 26 Jun, 2015 | Autonomous Customer, Customer experience
With nearly 1 in 5 of us using Skype and Facetime regularly according to Ofcom, what are the opportunities to apply video to customer contact? Using digital ethnography to study the use of video in customer service, and hearing executives talk about their experience...
by Marcus Hickman | 16 Oct, 2014 | Customer experience, Our blog
Big businesses have rightly been focusing on delivering what customers want over the past 10 years. But their efforts have resulted in ‘the averagisation of customer service’. Now could be the time for leaders to ‘buck the trend’and differentiate their organisations...
by Marcus Hickman | 18 Jun, 2013 | Channel applications, Social media and customer contact
Facebook has over 1 bn users and some organisations find that their Facebook pages receive more views than their own websites. But how typical is this? We’ve taken a look at how different brands are using Facebook to attract customers. The theory is well known:...
by Marcus Hickman | 10 Mar, 2013 | Autonomous Customer, Marcus' blog, Social media and customer contact, Thought leadership for B2B Marketing
The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...
