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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...
How to make B2B marketing more interesting (and effective)
B2B marketing relies on good content to communicate the values of a brand and set out the business market vision. However, B2B marketing has been described lately as boring, unengaging and lacking creativity. Indeed Tyrona Heath, from LinkedIn’s B2B Institute, says...
Consumer awareness of AI technologies
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...