Extract from Customer Focus Magazine: Issue 42 (Sept 2024) When in February the customer experience industry heard claims that the use of artificial intelligence (AI) was doing the equivalent work of 700 full-time agents and reducing operating expenses, it certainly…
Extract from Customer Focus Magazine: Issue 37 (January 2023) On the face of it, home improvement might be considered a slightly workaday, necessary but dull corner of the retail sector. In fact, since 2020 and 2021’s lockdowns, UK householders have…
Extract from Customer Focus Magazine: Issue 30 (Sept 2020) Like many in the holiday sector, Cosmos – one of the UK’s oldest tour operators – saw its plans for 2020 turned to ruins. But ceo Giles Hawke says the experience…
Extract from Customer Focus Magazine: Issue 32 (May 2021) Joe Garner, chief executive of Nationwide Building Society, doesn’t just want to provide great service; for him, nothing short of being ‘legendary’ will do. Few organisations can honestly, and wholeheartedly, say…
Extract from Customer Focus Magazine: Issue 31 (Jan 2021) Twenty-five thousand agents; multiple sites; every industry covered, dealing with every customer interaction imaginable. This is Capita – the UK’s largest business process outsourcing and professional services company. On behalf of…
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Extract from Customer Focus Magazine: Issue 29 (May/June 2020) It’s the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For Budget Responsibility is predicting GDP could shrink by an unprecedented…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As those who regularly attend our Annual Conference will all know, this special get together of members, plus those of the wider service industry, is a fantastic opportunity to meet new…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) There’s not much Sean Stringer, head of corporate customer services, Hampshire County Council hasn’t seen in his 15+ years working in customer service. The former contact centre manager, and head of…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in response to the Covid-19 crisis, we have created a new section on our website designed to help our members to…