Facebook: a new start for business to consumer messaging?

Facebook: a new start for business to consumer messaging? By Tom Castle It is over a year since Mark Zuckerberg was quoted in the media about the usage of Facebook Messenger "We think you should message a business just the way you would message a friend". With over...

Has the bot got natural chat?

By Tom Castle. The chatbot industry is growing. Chatbots are computer programmes that hold conversations with humans via either voice or text using artificial intelligence. The number of these ‘bots’ is growing at an increasing rate with bigger companies such as Apple...

mPOS: shoppers think more retailers should follow Apple’s lead

Shoppers love the Apple store payment experience. The want more retailers to join the mPOS (mobile point of sale) revolution to speed up and improve the customer experience, according to research we completed for Miura Systems* using our content marketing process....

Customer service people are making the difference

The Institute of Customer Service’s latest UK Customer Satisfaction Index (UKCSI) shows that retail assistants, call centre agents, service engineers and other frontline people make the real difference when it comes to delivering great customer service. The...

Update of ISO 18295 Customer Contact Centres

What are the main changes in the FDIS compared with the previous version? This was the fifth meeting to develop the ISO 18295 standard on customer contact centres. The intention was to resolve the draft International Standard (DIS) comments for 18295-1 and 18295-2 in...

Thought Leadership

Every year since we founded Davies Hickman in February 2007, our Thought Leadership has uncovered changes in customer expectations of organisations. Our research and strategy has informed product launches, culture change programs, content marketing, people management,...

Contact Centre Research

A Contact Center Manager Without A Contact Centre: Guest blog from Paul van Ladesteijn Many organisations outsource their customer contact to an outsourced contact center. However, this does not mean that the customer service ceases to be the responsibility of the...

Customer Experience and Consumer Insights drive standards

Most people would agree personal experiences are a great way to learn, de facto. For me, when working with BSI (British Standards Institution) to develop new customer experience standards, the combination of personal experience and referencing consumer data is...

Internet of things

Google Glass may not have attracted as many early adopters as forecast, but wearable technology is on the rise.