Standing out in a seamless future

If truly seamless payments promise to be barely noticeable in our day-to-day lives, customer experience may be the only way financial services can differentiate themselves

New regulation puts water providers under pressure

The water regulator Ofwat’s latest price review is its most thorough and stringent to date, so how are water providers responding?

Building a customer-obsessed culture

The scramble is now on to cater for the consumer's ever-changing demands. But an entire company culture obsessed with their customer has to start at the top

Do businesses understand customer success?

With many companies still grappling with what it means to be truly customer centric, others are turning it into an art

The rise of the chief customer success officer

A new breed of corporate executive, some chief customer success officers are taking a seat at the top table while others fight to be heard

Why you must prioritise customer success

Long-term proactive engagement with customers to drive value from products and services will result in a healthy bottom line, but requires buy-in to make the required culture change

Six ways AI can improve customer experience

Artificial intelligence (AI) is being used to chart a customer experience journey that fits the demanding expectations of digital consumers. Here are six new approaches businesses can take to boost customer engagement, experience and success

Tech should enhance customer service, not replace it

‘A digital-only experience ducks the fundamental need for people to interact with well-trained staff’