Author: Ben Booth

2023 look ahead – why AI and workflow automation will be key

As we approach 2023, the Bank of England predicts that the UK faces a ‘very challenging’ two-year recession. For most customers, this will be top-of-mind, with every purchase being carefully considered. Businesses will come under increasing pressure to prove they’re providing value by meeting customers’ needs effectively and immediately. As if that...

Why proactive customer service is crucial during the cost-of-living crisis 

Britain’s cost-of-living crisis is worsening. Many consumers are left wondering how they will manage soaring bills as the cold months draw closer. Earlier this month, the UK’s Big Six energy firms urged customers to contact them ahead of the winter. This...

How to look after your vulnerable customers fairly?

Last year the Financial Conduct Authority (FCA) put vulnerable customers at the forefront of their planning, offering advice and guidance on how financial services companies can communicate with vulnerable people. The FCA defines a vulnerable customer as “someone, who due...