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15 seconds delivers connectivity, community, relatability & learning

15 seconds delivers connectivity, community, relatability & learning

by Marcus Hickman | 8 Apr, 2022 | Customer experience, Our blog

What next for video culture?As early as 2002, and before phone streaming, The Henley Centre publicised an emerging shift in the way people receive information – away from the written word and towards the audible-visual word or video. Having recently hit the...
What the latest Service Excellence standard BS ISO 23592 tells you

What the latest Service Excellence standard BS ISO 23592 tells you

by Jo Davies | 29 Nov, 2021 | Customer experience, Our blog

Service excellence aims to create exceptional value for organisations’ stakeholders and provide customers with outstanding levels of customer service. Service excellence can be achieved by going beyond satisfying customers’ expectations. It is reached by offering...
Shopping apps in 2021: Is customer support improving?

Shopping apps in 2021: Is customer support improving?

by Marcus Hickman | 2 Nov, 2021 | Customer experience, Our blog

A year on from our initial research into shopping apps and their usability, Davies Hickman has revisited the 30 apps in our 2020 study to reveal whether any improvements have been implemented to make the customer experience more enjoyable and the process easier to...
What’s your view on taking loyalty penalties public?

What’s your view on taking loyalty penalties public?

by Jo Davies | 9 Dec, 2019 | Customer experience, Our blog

It’s no secret that customers don’t trust organisations the way they used to. In customer research, we often see over-simplified questions about trust, yet questions about loyalty, particularly loyalty penalties, feature less often. Is this because businesses are too...
Do consumers prefer text-activated or voice-activated chatbots?

Do consumers prefer text-activated or voice-activated chatbots?

by Marcus Hickman | 1 Jul, 2019 | Customer experience, Our blog

When we talk about ‘chatbots’, we often conflate two different things: text-activated and voice-activated bots. It sounds trite to point out that they are, in fact, very different! Indeed, it’s rare to find a bot that can be activated by text and voice. So, given the...
What the latest Contact Centre Standard BS EN ISO 18295 tells you

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

by Jo Davies | 23 May, 2019 | Customer experience, Our blog

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...
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Our blog

  • The increasing impact of AI on European contact centres
  • 15 seconds delivers connectivity, community, relatability & learning
  • More cash in our pockets, will we ever be a cashless society?
  • What the latest Service Excellence standard BS ISO 23592 tells you
  • Shopping apps in 2021: Is customer support improving?

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