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United: three steps to avoiding a similar customer backlash

The recent problems of United Airlines have been well documented and I wouldn’t like to comment on specific incidents - we have all read so...

What does great customer service sound like?

My colleague David recently blogged about delivering the experience your customers expect and...

Delivering the experience your customers expect

Imagine if 93% of your customers said they all want the same thing. Would you build a strategy...

Does customer service still need the human touch?

Technology is changing how brands and customers interact faster than ever; almost everything we...

Helping customers beat card fraud with biometric security

Mastercard recently announced a new version of their cards that features a built-in fingerprint...

How will artificial intelligence (AI) change the customer experience?

I have often thought about how technologies like Watson from IBM might change how companies operate. Watson is a thinking computer that goes far...

Do banks really need a CX makeover?

In 2014, Time Magazine wrote that the banking industry needs a critical customer service...

Can a different approach lead to greater omni-channel CX success?

As more and more customer service channels become available, there has been some confusion over...

Retail banks need to be more customer-centric to survive

My colleague Helen recently blogged about the changing nature of the financial services...

Does your bank still answer the telephone?

The Bank of Ireland (BoI) is cutting down on the types of questions customers are allowed to...

Would you prefer human or AI customer service?

Artificial intelligence or a human; which would you prefer to answer the phone when you call a...

Research: More CX interactions, but they are changing

My colleague Helen recently blogged about the release of Dimension Data’s Global CX...

Just 13% of execs believe they offer a great CX

Is your customer experience (CX) a mess? New research from Dimension Data suggests that nine out of 10 organisations are not implementing an...

Banking needs a CX wake-up call

Recently, DBR Media in the US published their digital banking report. This research analyses...

Does MWC prove that banks and fintechs now want to work together?

The latest Mobile World Congress (MWC) event recently closed in Barcelona. MWC is the biggest...

75% of retail executives plan to monitor customers with beacons

My colleague Helen recently blogged about beacons, citing some recent research from Google...

How beacons will assist the retail omni-channel

Beacons are physical landmarks that communicate with mobile devices. They can be extremely...

Applying Pokémon GO to Retail

Last year the game Pokémon GO suddenly exploded across the world and became the latest trend...

Improving customer service by improving customer experience

Customer service and customer experience are often used interchangeably in many business...

How tech could cut your insurance bill in half

Imagine if you could cut your insurance bill in half - why would you refuse such an offer? That’s the question a student in Herefordshire...

CX trends in travel for 2017 – The year of action

CIO Magazine in New Zealand recently published a detailed report written by a group of...

Moving customers from loyalty to advocacy

In the lifecycle of a relationship between brands and customers there are several stages, as...

What is the future for bank cards?

The trusty bank card has been with us for half a century now - Barclays bank started issuing...

Could a bank offer you a loan based on your social network profile?

Securing a bank loan has never been particularly easy. As bank services have gone online it’s...

Shifting Focus to the Retail Banking Customers

In their review of the banking industry for 2015, McKinsey & Company suggested that 60% of retail bank profits could be wiped out by fintech...

The Bank of the Future Will Be Online and Personal

Recent research from McKinsey & Company suggests that the bank of the future will be...

How Innovative Is The Insurance Industry?

The insurance industry has always been about placing bets... The customer pays a small premium...

Payment: The third wave of omni-channel expectations

Many retail omni-channel discussions have focused on two distinct areas of how companies...

Digital transformation is changing banking from the ground up

Think of any industry and then think for a moment about how digital transformation is changing...

How smart are AI chatbots today?

Last year Facebook launched a chatbot facility inside Facebook messenger. It created the ability for companies to offer artificial intelligence...

Online retail is booming. How can other retailers react?

New research from RBC indicates that one of the key trends for 2017 is going to be an explosion...

The state of omni-channel in 2017

New research from the USA shows that shoppers are now almost evenly split on whether they shop...

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