Evri announces £1m investment into AI Strategy to Transform CX

Evri announces £1 million investment into AI strategy to further transform the customer experience through its…

Navigate the Election Year in CX

Navigate the Election Year in CX The election year of 2024 presents a unique set of…

How Generative AI is Changing Customer Service in Contact Centres

How Generative AI is changing customer service: challenges and opportunities in employment and efficiency for the…

Ofcom Fines BT £2.8m for failing its EE and Plusnet Customers

– EE and Plusnet – owned by BT – failed to implement new rules that help…

Unlock the Secrets of Customer Service Excellence

Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken? Leigh Hopwood – Chief…

Taxpayers let down by Poor HMRC customer service

 – HMRC’s telephone customer service is not delivering – average wait time of nearly 23 minutes…

Unlocking Customer Service Excellence Through Innovative Technology

Unlocking Customer Service Excellence in the contact centre through Innovative Technology – Joe O’Brien, Head of…

More Chat, Less Bots – Why a Human-First approach is best

More chat, less bots ~ Why a human-first approach is best for mobile customer service at…

Poor Customer Service Costs UK firms Billions

Poor Customer Service Costs UK firms Billions – so why can’t they get it right? Since…

Customer Service Standards slipping as Consumers turn their back on Chatbots

Customer service standards slipping as UK consumers turn their back on AI chatbots in the contact…

Your Call is Important To Us. Really?

We all work in the UK contact centre industry – we all know how it works…

Sweaty Betty Smashes Customer Experience Goals

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio…

How Sutton Council Delivers on their Promise of Effortless CX

Building trust through technology: How Sutton Council delivers on their promise of effortless CX Sutton Council…

A Human Touchpoint is Still the Champion of Customer Service

A Human Touchpoint is Still the Champion of Customer Service, Gamma Research Reveals – SMEs buck…

Brits Rather Deal with Vermin Infestation than Contact Customer Services

Nearly one in five Brits would rather deal with a vermin infestation than contact customer services,…

How Can Excellent Customer Service Help Retain Customers?

How Can Excellent Customer Service Help Retain Customers? Enhancing Customer Experience Many businesses make the mistake…

11 Customer Service Trends to Delight Customers

Stale scones and lukewarm tea – that’s what often passes for customer service these days. But…

The Starbucks Effect in Customer Service

The Starbucks Effect in Customer Service – Can the contact centre learn from the Coffee giant…

How Utility Companies are Re-thinking their CX

How Utility Companies are re-thinking their CX in their contact centres – Keith Gait, MBA CCXP…

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