Savings Confusion: When Simplification Helps – and When It Hurts
Why do people struggle to save?Despite the number of tools and products available, many consumers fail to engage meaningfully with savings. Confusion, inertia, and low trust play a major role. Recent research in the JCR, The Benefit and Maleficent Effects of...
Customer Experience is at a Crossroads — And AI Alone Won’t Fix It
Business leaders could be more honest about how customer experience (CX) is having a bit of an identity crisis.After studying as widely as possible the views of CX leaders across industries — from retail and banking to healthcare and energy — one thing is clear:...
Agentic Commerce and the “Do-It-for-Me” Economy: Promise, Pitfalls, and Future Payments
In an age where AI can write emails, predict customer behaviour, and even negotiate contracts, the next frontier is here: agentic commerce - AI agents that don’t just assist, but act. From paying for groceries to booking flights, autonomous agents are poised to...
Delegating to Machines: A Glimpse into AI Commerce
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? Can we...
Steady decline in businesses using homeworking
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,...
Contact centres: The front line of home energy customer experience
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...
What great customer service really looks like in the energy sector
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. And...
The WhatsApp Effect: Elevating Customer Service in the Digital Age?
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...
Breaking Down Silos to Boost Customer Engagement and Drive Growth
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...
Cybersecurity in 2025: How Big Companies Are Fighting Back Against Cybercrime
A game of cat and mouse For large organisations, cybersecurity is a constant battle against an evolving and increasingly sophisticated enemy. Fraudsters and hackers often seem one step ahead, exploiting vulnerabilities that companies are still trying to close. The...