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Resources

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...

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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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The tech your customer really cares about

The Webhelp team will be attending the RetailWeek Live event in London on March 7th and 8th. I’ve been taking a look through the agenda to see what is being discussed and one session titled ‘The Tech your Customer Really Cares About’ really caught my eye. The constant innovation in retail technology is something that executives have to manage all the time. Whether you are managing...

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...

News
Brits Are Looking Forward to a Traditional Family Christmas

  Electronic devices and computer games don’t make it into top 10 of gifts   With Christmas just days away, the majority of Brits are looking forward to time with friends and family this festive period, according to the latest consumer research from customer experience expert,...

News
Three Quarters of Brits Say Brexit Vote Hasn’t Changed Their Attitude to Credit

  Are we ignoring the economic indicators and heading for a debt disaster?   Arguably the most important decision in a generation in the UK, the Brexit vote has dominated political rhetoric and news headlines in recent times, but how much of an impact is it having on our future financial...

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