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Blog
Meet our Advisors – Cédric from Madagascar (ep.4)

​During the COVID-19 situation, a client was looking for a direct flight to Africa, desperate to leave before the borders closed. Unfortunately, her flight got cancelled three times in a row. So I had to search a lot of internal flights to help her. Finally, after an extensive search I found a flight that was not cancelled. When I was able to tell her the good news, she was over the moon...

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Blog
Meet our Advisors – Ibtishaam from South Africa (ep.3)

The golden rule for great customer experience is to " treat customers as you would like to be treated". I remember I had an elderly customer who was seeking assistance regarding ordering fresh flowers. The fresh flowers were for her husband who was in a care home at the time. She was quite a...

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Blog
Trends 2020 – Connected vehicles: data sharing will benefit all players

Car manufacturers are in a paradoxical situation: they are bringing back huge amounts of data from vehicles without fully exploiting or sharing it. Yet, the PTOLEMUS Consulting Group's Vehicle Data Market Global Study report reveals there are high stakes in opening up this ecosystem as...

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Reimagining Service: Insurance spotlight

COVID-19 has dramatically impacted millions of lives and fundamentally changed the direction of the global economy, but what are the emerging implications for the insurance industry, which is currently inundated with enquires and claims across all area of cover? Half a million UK businesses...

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Reimagining Service: retail spotlight

The existing retail transformation agenda has been radically altered. And, while doors are now reopening following what could be the toughest ever period of trading, it is clear that the sector has been hugely impacted by the current crisis. Many bricks and mortar stores (and even entire...

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Reimagining Service: Travel spotlight

In 2019 the outlook for travel was fairly optimistic in comparison to some other major sectors. It was at a place of maturity in customer experience, using the ability to emotionally and personally connect, whilst leveraging consumer behaviours to create buy in and deliver enhanced customer journeys. Some disruption was evident, including financial fragility caused by the emergence of new...

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Blog
Identity verification meets our KYC proven strategies

Fraud and economic crime rates remain on record highs, negatively impacting many companies than ever before. And if you thought the pandemic would slow down the online fraudsters, it has in fact created an opportunity for them. Criminals are now capitalizing on the current situation to further...

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How AI and data analytics can support vulnerable customers

Well before the COVID-19 pandemic began, the identification and protection of vulnerable customers was a significant focus for companies and regulators. Here James Allen, Chief Risk & Technology Officer for Webelp UK Group looks at the impact it will have, now and in the future. In these...

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