by Marcus Hickman | 22 Mar, 2018 | Customer experience, Our blog, Voice of the Customer (VoC)
How should financial providers design online sites and Apps to best inform and educate their customers about their personal finances? The growing use of personal finance dashboards to visualise data and the launch of Open Banking in 2018 could be the catalysts to...
by Marcus Hickman | 14 Jun, 2017 | Customer experience, Our blog
Online consumer reviews are becoming more popular. In the past, products with high sales would have had only a handful of reviews, but today, there are often huge numbers. What’s more, online reviews are now more likely to be representative of buyers’ overall...
by Marcus Hickman | 25 Apr, 2017 | Customer experience, Our blog
Facebook: a new start for business to consumer messaging? By Tom Castle It is over a year since Mark Zuckerberg was quoted in the media about the usage of Facebook Messenger “We think you should message a business just the way you would message a friend”....
by Marcus Hickman | 26 Mar, 2017 | Customer experience, Our blog
BT has just re-launched its showcase for the banking and insurance industry to bring to organisations the latest digital innovations. The new showcase combines with others at BT’s Adastral Park to show retail, home and public sector experiences. Seeing tomorrow’s...
by Marcus Hickman | 23 Jan, 2017 | Customer experience, Our blog
The Institute of Customer Service’s latest UK Customer Satisfaction Index (UKCSI) shows that retail assistants, call centre agents, service engineers and other frontline people make the real difference when it comes to delivering great customer service. The...
by Marcus Hickman | 17 Jan, 2017 | Customer experience, Our blog
Banking and insurance providers are improving their relationships with consumers. 35 per cent of UK consumers now say that they have a strong relationship with their bank, up from 29 per cent in 2014. In Germany the figure is 59 per cent, while in Spain it is 40 per...
