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Detailed customer experience analysis across a range of topics, including omni-channel, personalisation, and our core service pillars: performance, transformation, and financial gain.
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TECHNOLOGY IN THE TRAVEL SECTOR

How often are travellers using digital methods? What channels are customers using most frequently? And has the internet, as many predicated, replaced the traditional travel agent?   The Travel Industry is one sector that many people believed would be disrupted the most following the digital revolution of the 1990’s. The rise of sites like lastminute.com and expedia heralded a new...

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ATTITUDE OF UK FINANCIAL CONSUMERS TO CREDIT IN 2017

What is the UK consumers attitude to credit in 2017? How has the Brexit vote changed their views about their financial future? We wanted to know how do UK consumers feel about their credit and loans. And so, we asked 500 people to get their thoughts on just how serious our debt problem is or in...

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The future of when, where and how we shop

Which are the sites that consumers love spending their money on and when, where and how do they like doing so? E-commerce is the fastest growing retail market in Europe and North America with online sales in Western Europe and Poland currently increasing by between 13 -14% year on year. Whilst...

Whitepaper
Personalisation in Retail Banking

Is it time for personalisation in retail banking? How personalisation will impact the UK retail banking customer experience? Personalisation. It’s a much talked about subject and one of the latest key concepts in retail marketing. So much so that the tendency is to think everyone knows...

Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Whitepaper
Customer experience in retail banking

How regulation and digital technology will reshape the UK banking customer experience New regulatory requirements designed to increase transparency and improve competition will lead to a restructuring of the competitive landscape in the UK, creating a platform for the many new digital entrants looking to capitalise on consumers’ distrust of existing banks. Banks will need to transform...

Whitepaper
Marketing Connected Contact Centre

According to a recent benchmark of more than 3,000 companies worldwide, customer experience is now the No.1 performance measure in boardroom. That’s way ahead of profits (the traditional domain of marketing) and of cost to serve (the perceived responsibility of the contact centre). That...

Whitepaper
Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

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Sales and service need to merge to really offer a great CX

For a long time, I have been arguing that companies need to rethink their service, sales, and marketing process. These processes need to be completely integrated with the customer service team - as a customer contact hub - because customers don’t think of a company as distinct silos or functions - to them your company is just a brand. Yet, too many companies still have all these different...

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Artificial Intelligence: a new era of transformation for customer relations

ARTIFICIAL INTELLIGENCE: A LEVER TO INCREASE HUMAN CAPITAL  (Catherine Fauchoux – Global Innovation Research Manager)   As European market leader in customer experience, we are conscious that Artificial Intelligence is going to transform our sector in a lasting way. Moreover, our...

News
Webhelp Unveils the UK’s Favourite Insurers

LONDON, UK, March 29, 2018 – Aviva, Post Office, Petplan and Direct Line top the charts of the UK’s favourite insurers according to the latest research commissioned by leading global customer experience and BPO expert, Webhelp. Aviva was the most popular choice of insurer for home...

Whitepaper
TECHNOLOGY IN THE TRAVEL SECTOR

How often are travellers using digital methods? What channels are customers using most frequently? And has the internet, as many predicated, replaced the traditional travel agent?   The Travel Industry is one sector that many people believed would be disrupted the most following the...

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Webhelp People Analytics

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