by Marcus Hickman | 24 Oct, 2016 | Our blog
To boost growth in sales to Australia UK businesses need to understand what Australian consumers demand from them. An independent online poll of 1,000 Australian consumers was completed during the week commencing 17 October 2016 by Davies Hickman Partners, a global...
by Jo Davies | 23 Oct, 2016 | Customer experience, Our blog, Social media and customer contact
What are the main changes in the FDIS compared with the previous version? This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in...
by Jo Davies | 21 Oct, 2016 | Uncategorized, Our blog
The World Economic Forum’s Future of Jobs study http://reports.weforum.org/future-of-jobs-2016/ predicts that 5 million jobs will be lost before 2020 as artificial intelligence, robotics, nanotechnology and other socio-economic factors replace the need for human...
by Jo Davies | 1 Jun, 2016 | Our blog, Customer experience, Thought leadership for B2B Marketing
Every year since we founded Davies Hickman in February 2007, our Thought Leadership has uncovered changes in customer expectations of organisations. Our research and strategy has informed product launches, culture change programs, content marketing, people management,...
by Jo Davies | 10 Feb, 2016 | Customer experience, Our blog
A Contact Center Manager Without A Contact Centre: Guest blog from Paul van Ladesteijn Many organisations outsource their customer contact to an outsourced contact center. However, this does not mean that the customer service ceases to be the responsibility of the...
by Jo Davies | 26 Jan, 2016 | Our blog, Smart Service
First, take an everyday physical object – a watch, fridge or even a car. Second, embed it with smart functions, such as sensors, which allow the monitoring of the performance of the physical objects. Third, add connectivity to allow centralised data analytics. Fourth,...
