The next wave of ‘analytics tools’ is upon us with the emergence of ‘customer experience analytics’ (CEA). For those of you not familiar with the technology, let us explain… Understanding why your customers bail out of the IVR or website and into your contact centre has until now been somewhat akin to asking “why did the chicken cross the road?” In both cases you don’t know! The chicken’s motives are unimportant but not knowing your customers’ can impact bottom line performance and customer service. CEA is the new technology from ‘ClickFox’ that examines the customer experience; how customers contact the company, the technology they prefer to use and why they make the choices they do. The end result is valuable insight into customer behaviour and the opportunity for significant commercial gain. Initial approaches to measuring customer experiences through web and speech analytics, customer surveys and data mining are an excellent first start but where they are not relational, one to the other, then the conclusions that are drawn are in danger of being erroneous and skewed by the influence of a single finding. Or as one customer relationship manager put it, “the close examination of a single tree does not accurately reflect the state of the whole forest”. By contrast CEA technology looks across multiple contact channels and maps the customer experience as a whole. How it works The technology takes structured and unstructured information from your existing systems at regular intervals determined by you. During the gathering phase it graphically reconstructs the original customer sessions creating a visual blue print of customer behaviour including analysis of the various paths customers take through and across the interactive touch points in your organisation. What it delivers CEA uncovers the reality of what frustrates customers and why their behaviour does not always follow the intended process. As a result, organisations are able to pinpoint poor process routes, bottlenecks and costly opt-outs to live agents. The ClickFox solution uses a recognition engine to compile behavioural DNA profiles of customers over time, both as individuals and within groups. Ventana Research Vice President, Richard Snow comments, “This technology allows companies to address one of today’s critical business issues – understanding the experience of their customers regardless of what channel they use to interact with the company.” Business Systems is now one of the sole providers of this technology in the UK following a partnership agreement with ClickFox, a pioneer of CEA technology. Contact us to find out more about this technology on 0800 458 2988 or email [email protected] Written by: Business Systems UK
Blog 9 September, 2026 The Limits of Microsoft Teams for Financial Services The Limits of Microsoft Teams for Financial Services By Tracy Hendy Shiels, Solutions Consultant, Business Systems. Microsoft Teams continues to expand across enterprise communications, with Teams Phone now supporting over 26 million PSTN users globally. We’re increasingly seeing financial services clients migrate their voice infrastructure to Teams – but as they modernise, compliance can’t be
Blog 19 August, 2026 WhatsApp Compliance in Financial Services WhatsApp compliance in financial services: why a ban is no longer enough For years, the standard answer to WhatsApp in regulated firms was simple: ban it. Write a policy prohibiting business communication on personal messaging apps, ask staff to sign it, and move on. That approach has now failed publicly, repeatedly and expensively. In 2024,
Blog 18 August, 2026 MiFID II Call Recording Requirements in 2026 MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,