by Marcus Hickman | 15 Oct, 2012 | Channel applications
A recent global survey involving 1,000 executives working in large enterprises across the main industry sectors around the world uncovers new attitudinal and behavioural factors. It highlights how Global Executives from various influential functional groups such as...
by Marcus Hickman | 24 Sep, 2012 | Channel applications
PCI DSS impacts local and global enterprises whose contact centre agents take card pay-ments over the phone using in-house and/or outsourced call centres, outsourced IT, out-sourced agents and home workers. PCI compliance and data protection in contact centres are hot...
by Marcus Hickman | 1 May, 2012 | Channel applications
Last week’s Customer Engagement Day (run by Jon Snow’s Director’s Club) covered many issues which are on-going: integrating channels, engaging employees, measuring customer experience and reducing contact demand. But, there were signs of the changing shape of the...
by Marcus Hickman | 17 Apr, 2012 | Channel applications
Davies Hickman Partners Ltd has recently completed international consumer research into communication preferences with financial service providers. It strongly endorses a ubiquitous approach to the availability of financial services across fragmenting channels. After...
by Marcus Hickman | 23 Dec, 2011 | Behavioural economics
Brain culture is a hot topic in the media, business and government as we try to make better sense of human behavior through neuroscience and behavioural economics. The hype is exciting – both Barak Obama and David Cameron are advised by behavioural economists –...
