How can housing associations best use Smart home technology?

Smart home technology is a whole range of products that are changing the way we interact with our home and enable us to control factors like heating and lighting to even the functioning of doors. Coupled with the Internet of Things it includes sensors to monitor...

Customers’ complaints – when there’s an IT fiasco

There have been days of disruption to TSB’s services after a planned migration to a new IT system went wrong. The new system was unable to handle the volume of users, and many customers were unable to check their accounts or monitor payments. The incident follows...

What the latest Contact Centre Standard BS EN ISO 18295 tells you

Customer contact centres (CCCs) have an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection, and work to many different levels of efficiency. BS EN ISO 18295-1 Customer...

The central role of market research in proposition development

Market research is crucial for the success of developing new propositions. Findings from market research can drive proposition development at several stages of the process. At the earliest stage, research findings can be used to design the product or service...

Why market research is essential for understanding customers

The airline steward requested all phones should be switched off. It was this routine request, heard many times before, that alerted my travelling colleague to a problem. Suddenly, he had the unpleasant realisation he’d left his iPhone X in a duty-free shop back in the...

Is it time for outsourcers to reveal their statistics?

Most industry sectors have digital disruption at the top of their agendas. Whilst the outsourcing industry has much to offer in terms of Digital services it currently has other priorities. “In the wake of the collapse of the contractor Carillion, it is time to put an...

Personal finance dashboards: What could be better?

How should financial providers design online sites and Apps to best inform and educate their customers about their personal finances? The growing use of personal finance dashboards to visualise data and the launch of Open Banking in 2018 could be the catalysts to...

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...