by Marcus Hickman | 25 Jul, 2023 | Customer experience, Our blog
The growth of AI technologies is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate their AI technologies. So what is AI technology? The ONS, whose data is used throughout this blog, currently defines AI...
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...
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...
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...
by Jo Davies | 9 Dec, 2019 | Customer experience, Our blog
It’s no secret that customers don’t trust organisations the way they used to. In customer research, we often see over-simplified questions about trust, yet questions about loyalty, particularly loyalty penalties, feature less often. Is this because businesses are too...
by Marcus Hickman | 1 Jul, 2019 | Our blog, Customer experience
When we talk about ‘chatbots’, we often conflate two different things: text-activated and voice-activated bots. It sounds trite to point out that they are, in fact, very different! Indeed, it’s rare to find a bot that can be activated by text and voice. So, given the...
