Last weekend’s Financial Times Magazine was a fascinating conversation and deep dive into the state of customer service in the UK. In addition to the article, the comments from readers were equally revealing as they highlighted some pressing concerns: the…
The media has recently been awash with stories, including this one in The Telegraph, about the difficulties faced by both consumers and businesses with the rise of AI, chatbots, and other digital customer solutions. The technology has brought opportunities and…
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline. But what will 2024 hold? On one level, I fear…
World leaders descended on Bletchley Park this week to try and crack the enigma of AI that delivers prosperity without imperilling humanity. Billed as the first ever global summit on Artificial Intelligence, the AI Safety Summit addressed the risks and…
Just two weeks ago, the Prime Minister held a roundtable meeting with leading CEOs in AI, including Google DeepMind, and Anthropic. It follows establishment of the new Department for Science, Innovation and Technology, and the implications of AI being discussed…
AI has been hitting the headlines again this week, as the titans of Silicon Valley seemingly battle for dominance in the rapidly developing technological field. Love it or hate it, AI is here to stay; but its use across our…
At the start of the new financial year, and on the cusp of another technological revolution – this time driven by even greater advances in AI - organisations are seeking more personal, efficient, and cost-effective ways to serve their customers,…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of these advancements. In particular, customers have embraced apps and also enjoy being able to self-serve for transactional requirements…