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Why are larger organisations more likely to embrace home working?

Why are larger organisations more likely to embrace home working?

by Davies Hickman | 10 May, 2023 | Our blog

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

by Jo Davies | 25 Oct, 2022 | Our blog

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...
15 seconds delivers connectivity, community, relatability & learning

15 seconds delivers connectivity, community, relatability & learning

by Marcus Hickman | 8 Apr, 2022 | Our blog, Customer experience

What next for video culture?As early as 2002, and before phone streaming, The Henley Centre publicised an emerging shift in the way people receive information – away from the written word and towards the audible-visual word or video. Having recently hit the...
More cash in our pockets, will we ever be a cashless society?

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

by Jo Davies | 2 Feb, 2022 | Our blog

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

by Jo Davies | 29 Nov, 2021 | Our blog, Customer experience

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?

by Marcus Hickman | 2 Nov, 2021 | Our blog, Customer experience

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...
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Our blog

  • Why are larger organisations more likely to embrace home working?
  • The increasing impact of AI on European contact centres
  • 15 seconds delivers connectivity, community, relatability & learning
  • More cash in our pockets, will we ever be a cashless society?
  • What the latest Service Excellence standard BS ISO 23592 tells you

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