Category Archives: Contact Centres

Exploring the 2016 UK Customer Satisfaction Index

The UK Institute of Customer Service recently released the January 2016 UK Customer Satisfaction Index. This research is updated twice a year and explores the level and quality of customer service in the UK across various industry sectors, including both … Continue reading

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Banking Faces An Uber Moment in 2016

The former CEO of Barclays, Antony Jenkins, recently spoke in various media interviews about the global banking industry facing an ‘Uber moment’ in the near future. Jenkins warned that traditional bank headcount could shrink by 50% and profits on services … Continue reading

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Fintech will get serious in 2016

I have written in the past about how the financial services industry is changing in the UK, in particular how customer loyalty is being affected by the proliferation of price comparison engines and new start-ups offering services that are better … Continue reading

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Can RPA Really Support BPO?

I have recently written about the development of Robot Process Automation (RPA) as a way that robots are becoming seriously involved in Business Process Outsourcing (BPO) and what this means for the service industry more generally. My last blog suggested … Continue reading

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Ovum: Customer Experience is #1 Executive Priority

In preparation for the Engage Customer summit on November 26th I was looking through some of the most recent comment and analysis posted on the Engage Customer site. I saw a great article by Peter Ryan of Ovum (who will be … Continue reading

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Engage Customer 2015: What I’m Looking To Learn

We are just three weeks away from the Engage Customer 2015 summit in London. This event always proves to be an excellent day where people on the frontline of managing customer interactions can debate current problems and future strategies. There … Continue reading

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Will the ‘gaming generation’ move the goalposts in the war on content?

The battle for consumers within the consumer space is fascinating: Sky, Virgin, and BT as the established main players have a leading position in the market due to the investment they have made in cable infrastructure and content. They have … Continue reading

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