The closure of Fenwick’s flagship London store last weekend struck a chord with me – particularly the stories in this Guardian piece from some of its customers who used to cherish the personal touch they received when they visited the iconic…
In our Head to Head series, our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s recent guest was Liz Fairburn, Customer Experience Director at the Department for Work and Pensions. Listen to…
The latest figures from the Office of National Statistics (who will be speaking at our Annual Conference in March) revealed a welcome surprise, as the UK eked out 0.1% growth in November. Whilst the figures have caused many commentators to predict a…
Our recent Breakthrough Research, "A Connected World?" explores the theme of digitisation and how it applies to customer service. Many customers are embracing technology and welcome many of the advancements it is bringing. However, when it comes to more complex and…
Home computers have now been with us for more than half a century, and their daily use has become a routine part of our lives for most of us. One of those lives is Jayne Sibley’s mum, an enthusiastic online…
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…
Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex and evolving customer landscape, with some important changes in behaviour that businesses need to reflect on and respond to. There…
So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now the cost of living crisis that I believe we are seeing a watershed in customer attitudes to their relationship with…