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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...
What’s next for payments in the UK? Two trends for 2023 and beyond
Two trends for the future of payments
Why are larger organisations more likely to embrace home working?
There are multiple questions and uncertainty around the future of home working. Organisations are changing and updating their policies on home working with some insisting staff return to the office and then meeting with employee resistance. Recent data from the ONS...
The increasing impact of AI on European contact centres
The latest 2022 Odigo-Davies Hickman tracking research, involving 1,035 European business leaders, explores the impact of 11 different applications of artificial intelligence for customer experience (AI for CX) across Belgium/Netherlands, France, Germany, Spain and...
Video culture: 15 seconds delivers connectivity, community, relatability & learning
What next for video culture?As early as 2002, and before phone streaming, The Henley Centre publicised an emerging shift in the way people receive information - away from the written word and towards the audible-visual word or video. Having recently hit the...
More cash in our pockets, will we ever be a cashless society?
The restrictions necessitated by the pandemic precipitated a rise in the use of cards and mobile wallets while the accompanying decline in the use of cash for transactions has led to questions about its future. Adoption of credit cards initially slow By repeating the...
What the latest Service Excellence standard BS ISO 23592 tells you
Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...
Shopping apps in 2021: Is customer support improving?
A year on from our initial research into shopping apps and their usability, Davies Hickman has revisited the 30 apps in our 2020 study to reveal whether any improvements have been implemented to make the customer experience more enjoyable and the process easier to...
If you could live an extra hour a day, how would you spend it? Impact of home working
It comes as no surprise that the COVID-19 crisis has precipitated a revolutionary change in how we live our day-to-day life. Time that people previously spent commuting to work, gathering with friends and family, going out for dinner came to an immediate halt after...