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...
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 | 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 | 14 Jan, 2016 | Customer experience, Our blog
1. Accelerating Customer Service: In the past, experts have argued that neither organisations nor customers really want service experiences or interactions. However, customer service is not going away any time soon. It is not a sign of failure, and neither are...
by Marcus Hickman | 26 Jun, 2015 | Autonomous Customer, Customer experience
With nearly 1 in 5 of us using Skype and Facetime regularly according to Ofcom, what are the opportunities to apply video to customer contact? Using digital ethnography to study the use of video in customer service, and hearing executives talk about their experience...
