by Marcus Hickman | 23 Jan, 2026 | Our blog
CX trends come and go, and most organisations simply watch them unfold. But the leaders who act, who turn change into progress, are the ones who define the future. Large, established organisations often move slowly, constrained by legacy systems and risk aversion,...
by Marcus Hickman | 11 Dec, 2025 | Cybersecurity, Our blog
Until recently, cybersecurity was widely viewed as a technical discipline; essential, but largely invisible to the wider organisation. That perspective shattered in 2025, when cyber-attacks on two of the UK’s most recognisable companies, Marks & Spencer (M&S)...
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?...
