I’d just booked a flight. All I needed was a receipt so I could expense it back. Straightforward, you’d think. Finding no joy in the portal, I opened the airline’s live chat and typed my request. The first reply set the tone: “Ok, thank you. My digital brain is still learning, and I am unable…

Many businesses are rushing to deploy AI – in fact, we’ve seen it already with Klarna and Duolingo missteps. The problem is, they’re often in a race to be the first to make efficiency (and cost) gains, while overlooking fundamental prerequisites. This approach risks implementing sophisticated technology on top of unresolved operational issues. And perhaps,…

Every team across your business – marketing, sales, customer success, support – wants the same thing: a complete picture of the customer. After all, it’s the holy grail for delivering a seamless, personalized service.  And while many departments have made big strides towards this so-called ‘single view of the customer’, there’s one huge source of…

We’ve said it before, and we’ll say it again: AI is an augmenter, not (yet) a human replacement. Recently, there has been a surge of bold declarations from high-profile companies around artificial intelligence. Some have announced sweeping changes to how they work – halting new hires, or restructuring entire teams – all in the name…

Turn regulatory expectations into better outcomes – for both your customers and your contact center. Consumer Duty isn’t just another compliance tick-box. It’s a strategic opportunity to raise the bar on customer outcomes. This year, the FCA’s focus is firmly on how firms evidence their progress. That means your next board report isn’t about what…

Driving a customer experience (CX) transformation is no small feat. You understand the value of customer feedback, and you see the opportunity to create meaningful change. Yet, time and again, you hit a roadblock: your contact center and operations leaders aren’t buying in. Their hesitation often boils down to one core issue: sample size. The…

Keep on top of compliance Today, customers demand transparency, personalisation, and value, while the FCA is asking for renewed focus on vulnerable customers and evidencing good outcomes. How do you do it all?  James and Simon will be diving into this and more, as they provide strategic insight and pragmatic advice for contact centres in…

We discuss how human interaction and customer service conversations will be overtaken by the evolution of AI.  It’s 8 years since Alice & Bob, two Facebook AIs, had their famous conversation on Meta’s (Facebook’s) digital channels. The result was a trip to say the least. Facebook shut them down and we all had a giggle…

The Financial Conduct Authority (FCA) has today released an important update on firms’ treatment of customers in vulnerable circumstances. This latest review highlights both positive progress and areas that still need improvement, reinforcing the critical role that firms play in ensuring fair outcomes for all customers.  Key findings from the FCA’s review  The FCA’s update…

No two customers are the same. Some may have a straightforward query that you’re able to solve in a matter of moments. Others, meanwhile, may need extra care for any number of reasons – and recognizing these vulnerabilities is not just a matter of good service; it’s a necessity. In this blog, we’ll explore what…