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...
by Marcus Hickman | 14 May, 2025 | Our blog
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....
by Marcus Hickman | 30 Apr, 2025 | Customer experience, Our blog
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...
by Jo Davies | 2 Apr, 2025 | Our blog
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...
