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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,...
7 Customer Experience Research Trends for 2016
1. Accelerating Customer Service: In the past, experts have argued that neither organisations nor customers really want
Customer Experience and Consumer Insights drive standards
Most people would agree personal experiences are a great way to learn, de facto. For me, when working with BSI (British Standards Institution) to develop new customer experience standards, the combination of personal experience and referencing consumer data is...
Internet of Things Insights: Transforming Customer Experience
Marcus Hickman, Director of Davies Hickman Partners, describes how the Internet of Things is transforming customer experience, enabling businesses to provide a Smart Service.
Internet of things
Google Glass may not have attracted as many early adopters as forecast, but wearable technology is on the rise.
It’s Not All Fun-And-Games: Consumer Concerns about the Internet of Things Technology
Some believe Orwell’s dystopia is an all too likely future, not too far off. On top of government spying programs, the dawn of the ‘Internet of Things’ – ubiquitous, everyday devices designed to reduce the need for human intervention – they say puts consumers at...
Movers, Shakers and Household Sensors – leading innovations in customer experience
Analysts predict the sensor market and the internet of things will be worth US$29bn by 2020. Cisco the tech giant estimates that there are 15 billion connected devices today and could reach 50 billion by 2020. But, what progress has been made and what customer service...
Using video in Customer Experience: Your organisation’s choice?
With nearly 1 in 5 of us using Skype and Facetime regularly according to Ofcom, what are the opportunities to apply video to customer contact? Using digital ethnography to study the use of video in customer service, and hearing executives talk about their experience...
Getting the most out of VoC programmes: what do key trends tell us?
We are all experts on customer experience now. Or are we? At Davies Hickman, we believe that using the right data, the latest digital research techniques and visualisation tools is the best basis for sound decision-making on customer-related issues. We advise our...