by Marcus Hickman | 30 Sep, 2025 | Our blog
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...
by Marcus Hickman | 3 Sep, 2025 | Customer experience, Our blog
Business leaders could be more honest about how customer experience (CX) is having a bit of an identity crisis.After studying as widely as possible the views of CX leaders across industries — from retail and banking to healthcare and energy — one thing is clear:...
by Jo Davies | 29 Jul, 2025 | Our blog
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...
by Jo Davies | 8 Jul, 2025 | Customer experience, Our blog
We’re entering a new phase of customer experience – one where AI doesn’t just help, it acts. From making phone calls to choosing suppliers, agentic AI is starting to handle tasks on our behalf. But with this shift comes new questions: Who’s really in control?...
by Marcus Hickman | 11 Jun, 2025 | Our blog
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,...
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...
