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New homes for today’s consumers: It’s not just about maximising the number of new starts
The UK’s housing strategy needs to be about much more than the number of new home starts. The recently published white paper Fixing our broken housing market contains a long list of potential policies, actions and interventions for the future, mostly focused on...
mPOS: shoppers think more retailers should follow Apple’s lead
Shoppers love the Apple store payment experience. The want more retailers to join the mPOS (mobile point of sale) revolution to speed up and improve the customer experience, according to research we completed for Miura Systems* using our content marketing process....
Customer service people are making the difference
The Institute of Customer Service’s latest UK Customer Satisfaction Index (UKCSI) shows that retail assistants, call centre agents, service engineers and other frontline people make the real difference when it comes to delivering great customer service. The...
Youbiquity Finance research shows banks and insurance providers have improved their relationships with digital consumers
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...
Post-Brexit: Will Australian consumers want to buy more from UK businesses?
To boost growth in sales to Australia UK businesses need to understand what Australian consumers demand from them. An independent online poll of 1,000 Australian consumers was completed during the week commencing 17 October 2016 by Davies Hickman Partners, a global...
Update of ISO 18295 Customer Contact Centres
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...
The future of market research and data analysis: what skills are needed?
The World Economic Forum’s Future of Jobs study http://reports.weforum.org/future-of-jobs-2016/ predicts that 5 million jobs will be lost before 2020 as artificial intelligence, robotics, nanotechnology and other socio-economic factors replace the need for human...
Thought Leadership
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,...
Contact Centre Research
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...
Internet of Things Research nudges Customer Experience: a 4-step process
First, take an everyday physical object – a watch, fridge or even a car. Second, embed it with smart functions, such as sensors, which allow the monitoring of the performance of the physical objects. Third, add connectivity to allow centralised data analytics. Fourth,...