With Brexit adding to an already uncertain landscape, the ability to forecast the future has never sounded more attractive. At Pension Insurance Corporation (PIC), Matt Gore uses data to try and do just that. He tells Customer Focus how PIC adapts financial modelling techniques to predict Predicting the future customers’ service needs too.read more
After the UK vote to leave the European Union, businesses are preparing for the changes that decision will bring and boardrooms are looking to politicians for guidance and advice. In the post- Brexit business environment there will be both challenges and opportunities. Organisations want to ensure they remain competitive while staying relevant to customers whose needs continue to evolve. Two MPs with differing views, explain their thinking to Nicola Davison.read more
Following the Brexit vote Lord Bilimoria of Chelsea, the Indianborn founder of Cobra Beer, Chancellor of Birmingham University, international entrepreneur, and independent Crossbench Peer in the House of Lords, says UK businesses are confronting the challenges of a lifetime.read more
Clients using Celaton’s inSTREAM software – like Virgin Trains – are transforming their service by using technology that not only reads and understands the meaning of emails without any human eyes needed, but is then able to complete processing in fractions of a second. Virgin claims the time opening and reading emails has been cut by 80-85%, so it’s not surprising that Andrew Anderson believes this is the future for customer service.read more
The seismic change in the world’s insurance industry shows no sign of slowing – and underpinning it all is technology provided by SSP. Its global head of customer service is Tracie Ward, who tells Customer Focus about the ongoing transformation it takes to serve companies whose business models can change daily.read more
DFS is the leading retailer of upholstered furniture in the UK with a clear strategy to become a world-class British business focused on choice, value and customer experience. CEO Ian Filby talks to Peter Crush about creating the right environment to make their customers more comfortable.read more
Don’t mention crystal balls. Or tea leaves. Or guessing. With good humour, Nicola Millard, BT’s Head of Customer Insight and Futures, manages to steer conversations clear of any jokes along such lines. ‘My take on futurology,' she says 'is, let’s do research and get solid, evidence-based data.’read more
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