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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...

In an age where AI can write emails, predict customer behaviour, and even negotiate contracts, the next frontier is here: agentic commerce - AI agents that don’t just assist, but act. From paying for groceries to booking flights, autonomous agents are poised to...

The future of homeworking continues to generate debate and uncertainty. While some businesses push for a full return to the office, many employees are resisting, prompting ongoing revisions to workplace policies across industries. The UK Employment Rights Bill,...

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...

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. And...

In many organisations, silos—where departments like sales, marketing, and customer service operate independently—have become a major barrier to fostering meaningful customer engagement. While each department plays a crucial role in the customer journey, when they work...