One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

February saw the first of three scheduled ‘innovation open days’ in 2019. Guests from up and down the country attended, representing many of the UK’s top brands, from multiple industry sectors.

We’re releasing our new research into the issues facing people in unmanageable debtin the midst of an economic crisis triggered by Covid-19, which is tipping many people into financial difficulty through no fault of their own.

Capita has today announced the launch of its new assisted customer conversations solution that gives instant prompts and help to customer service advisors by analysing the customer’s voice using AI and in real time.

Retailers need to stop expecting business to return to “normal”. 

Capita today launches Avatar, a new technology that uses 3D digital characters to make the customer service experience more human.

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

Today, technology has drastically redefined how brands deliver customer experience.

Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.