What great customer service really looks like in the energy sector

What great customer service really looks like in the energy sector

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...

The WhatsApp Effect: Elevating Customer Service in the Digital Age?

The WhatsApp Effect: Elevating Customer Service in the Digital Age?

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...

Breaking Down Silos to Boost Customer Engagement and Drive Growth

Breaking Down Silos to Boost Customer Engagement and Drive Growth

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...

Cybersecurity in 2025: What Consumers Really Think

Cybersecurity in 2025: What Consumers Really Think

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...

How to make B2B marketing more interesting (and effective)

How to make B2B marketing more interesting (and effective)

B2B marketing relies on good content to communicate the values of a brand and set out the business market vision. However, B2B marketing has been described lately as boring, unengaging and lacking creativity. Indeed Tyrona Heath, from LinkedIn’s B2B Institute, says...

Consumer awareness of AI technologies

Consumer awareness of AI technologies

The growth of AI technologies is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate their AI technologies. So what is AI technology? The ONS, whose data is used throughout this blog, currently defines AI...

Why are larger organisations more likely to embrace home working?

Why are larger organisations more likely to embrace home working?

There are multiple questions and uncertainty around the future of home working. Organisations are changing and updating their policies on home working with some insisting staff return to the office and then meeting with employee resistance. Recent data from the ONS...

The increasing impact of AI on European contact centres

The increasing impact of AI on European contact centres

The latest 2022 Odigo-Davies Hickman tracking research, involving 1,035 European business leaders, explores the impact of 11 different applications of artificial intelligence for customer experience (AI for CX) across Belgium/Netherlands, France, Germany, Spain and...

More cash in our pockets, will we ever be a cashless society?

More cash in our pockets, will we ever be a cashless society?

The restrictions necessitated by the pandemic precipitated a rise in the use of cards and mobile wallets while the accompanying decline in the use of cash for transactions has led to questions about its future. Adoption of credit cards initially slow By repeating the...

What the latest Service Excellence standard BS ISO 23592 tells you

What the latest Service Excellence standard BS ISO 23592 tells you

Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...

Shopping apps in 2021: Is customer support improving?

Shopping apps in 2021: Is customer support improving?

A year on from our initial research into shopping apps and their usability, Davies Hickman has revisited the 30 apps in our 2020 study to reveal whether any improvements have been implemented to make the customer experience more enjoyable and the process easier to...

How mobile banking apps can meet customers’ needs

How mobile banking apps can meet customers’ needs

It is evident that the Covid-19 pandemic and the rise of fintechs have increased the number of traditional banks shifting towards digitalisation. As mobile banking apps become more popular, Davies Hickman has researched 20 mobile banking apps, including fintech and...