New Year, new hopes for our Service Nation
As we settle back into normality after the festive break, I’d like to wish you all a very Happy New Year. I hope you were able to enjoy some downtime with friends and family. If the first few days of…
Water Industry Journal: Harnessing technology with people for better service outcomes
Our recent Breakthrough Research, "A Connected World?" explores the theme of digitisation and how it applies to customer service. Many customers are embracing technology and welcome many of the advancements it is bringing. However, when it comes to more complex and…
Webinar: Head to Head with Gareth Rhys Williams (Cabinet Office)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Gareth Rhys Williams, Chief Commercial Officer at the Cabinet Office. Listen to Jo and Gareth discuss the use…
Webinar: Head to Head with Shirley Fell (Cirencester Friendly Society)
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Shirley Fell, Chief Operating Officer at Cirencester Friendly Society. Listen to Jo and Shirley discuss insights on National…
Digitally disengaged differs from vulnerable
Home computers have now been with us for more than half a century, and their daily use has become a routine part of our lives for most of us. One of those lives is Jayne Sibley’s mum, an enthusiastic online…
Connecting real empathy with technological efficiency
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…
Don’t delude yourself that technology will solve all service problems
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…
A watershed in customer attitudes with far-reaching implications for business
So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now the cost of living crisis that I believe we are seeing a watershed in customer attitudes to their relationship with…
Appropriate use cases for AI in the customer experience
Another week on, and the world continues to be fraught with ongoing trust issues in Institutions and general uncertainty, with inflation running at a 30-year high. There seems to be an innumerable catalogue of challenges that we are tasked to…