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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...
Cybersecurity in 2025: What Consumers Really Think
For the past decade, we have been researching consumer attitudes towards cybersecurity. Through our research with BT, CISOs under the Spotlight, one thing has become clear; concerns are growing, and trust in companies handling personal data is fragile. From financial...
Transform Your Business into a Customer Engagement Powerhouse with the VEVE Framework
Customer engagement is more than just a transaction – it’s about building long-term relationships that foster trust and loyalty. Successful business do not just sell products or services; they create meaningful connections with their customers. But how can companies...
Unlocking mental availability: How to grow your brand in the online delivery market
Chris White and Marcus HickmanMarketing science – especially as identified by industry authorities Byron Sharp and Jenny Romaniuk – shows that to really grow, a brand needs to be easier to access in consumer memory, in more buying situations, and for more consumers....
Pay.UK explores the future of switching current accounts and personal financial services products
Celebrating 10 years of operation this month, Pay.UK’s Current Account Switch Service (CASS) has helped millions of individuals and SMEs derive more value from their current accounts. The recently published CASS report Exploring the future of switching identifies the...