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New Regional Banks are you ready? On your marks, get set, go!
The big banks have an oligopoly in the market, the results from the Edelman’s Trust Index overshadow the current industry, but more significantly the regulators have recently relaxed the rules for entrepreneurs to set up new local banks. As we move from economic...
Facebook for marketing: Getting out what you put in?
Facebook has over 1 bn users and some organisations find that their Facebook pages receive more views than their own websites. But how typical is this? We’ve taken a look at how different brands are using Facebook to attract customers. The theory is well known:...
Autonomous Customers: trending from internet self-service to social media, web-chat and Apps?
The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...
Evolving strategy and service, via social media
2013 is all about real time. As faster technologies fuel our desires for belonging, sharing information and knowledge we will demand not just access, but immediate access. That includes solutions to our complaints directed at organisations which have failed to satisfy...
More smart in customer communications
Davies Hickman Partners have focused on the opportunity for 'smart service' for some time, so it was interesting to see IBM Global Process Services moving forward with their Smarter Managed Services Offerings. Specialising in BPO (outsourcing), IBM Global Process...
Unified Communications and the Collaboration Paradox
A recent global survey involving 1,000 executives working in large enterprises across the main industry sectors around the world uncovers new attitudinal and behavioural factors. It highlights how Global Executives from various influential functional groups such as...
Consumers are demanding better card payment security
PCI DSS impacts local and global enterprises whose contact centre agents take card pay-ments over the phone using in-house and/or outsourced call centres, outsourced IT, out-sourced agents and home workers. PCI compliance and data protection in contact centres are hot...
Innovation in service
Last week’s Customer Engagement Day (run by Jon Snow’s Director’s Club) covered many issues which are on-going: integrating channels, engaging employees, measuring customer experience and reducing contact demand. But, there were signs of the changing shape of the...
Youbiquity Finance
Davies Hickman Partners Ltd has recently completed international consumer research into communication preferences with financial service providers. It strongly endorses a ubiquitous approach to the availability of financial services across fragmenting channels. After...
Brain culture and Contact Centres: Getting to grips with irrational customers
Brain culture is a hot topic in the media, business and government as we try to make better sense of human behavior through neuroscience and behavioural economics. The hype is exciting – both Barak Obama and David Cameron are advised by behavioural economists - but...