Customer Experience

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 fairly reactively, comparing CX tools based on feature checklists rather than a true strategic fit with their actual requirements. CX tools have evolved dramatically over...

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 AI or automation itself, but the limitations of first-generation chatbots. Those early systems, which have usually been built on rigid rule-based logic and simple keyword...

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 by artificial intelligence represents a major shift. Rather than waiting for customers to report problems, proactive AI can analyse patterns across your customer base, identify...

Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals - much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice?  What is Agentic AI?  Unlike rule-based automation, Agentic AI makes independent decisions, learns from interactions, and anticipates needs. It personalises experiences at scale, optimises workflows, and proactively resolves customer issues.  How Does Agentic AI Differ from Traditional Automation? ...

Many people today are facing challenging circumstances as a result of the cost of living crisis. Contact Centres serve as vital lifeline for many, especially vulnerable customers; be it utilities, healthcare, or housing, contact centres are often the first point of contact for those in need. But with great reliance comes great responsibility. How do we ensure that the services provided by agents are not only efficient but also sensitive to the needs of the vulnerable? Business Systems recently hosted a...

Ever-evolving technology and customer expectations are driving rapid transformation within the contact centre industry. Learn how to stay ahead of the curve and reshape your CX in 2024

Rapid advancements in technology are redefining the ways in which customers and organisations interact. This infographic explores seven digital CX trends in the contact centre for 2024, that present opportunities to enhance customer experience. The Importance of Digital Conversations - 94% of consumers are frustrated by disjointed encounters with organisations. Messaging as a Primary Service Channel - 70% of UK consumers feel more connected to businesses they can message. Service Simplification Increased Personalisation - 78% of consumers express an intention...

Insurance companies are facing more pressure than ever before, in particular when it comes to handling insurance claims. As competition increases and customer expectations rise, it is essential to stay ahead of the curve. One way to do this is to improve the claims journey for customers. Currently, customers are not always updated about the status of their claim, and they may make choices that increase the cost of the claim. This can lead to a negative customer experience and...

Over the next 10 years, AI will become a more and more important part of our lives. But for AI to be successful, companies need to use it in a way that is helpful and not creepy. Dr. Nicola Millard, BT's Principal Innovation Partner, calls this the "butler, not stalker" analogy. Butlers are nice to have because they anticipate our needs. Stalkers, on the other hand, are creepy. The businesses that will succeed in the future are the ones that...

The UK's tough economic climate is making it difficult for insurance companies to renew policies, especially in the motor, home, life, health, pet, and SME sectors. Consumers are cutting back on discretionary spending, and insurance is often one of the first things to go. Research shows that many UK customers have already reduced or plan to reduce their insurance coverage, with life insurance being the most affected. UK insurance leaders are well aware of the challenges of renewing policies in...

Insurance companies are facing more pressure than ever before, in particular when it comes to handling insurance claims. As competition increases and customer expectations rise, it is essential to stay ahead of the curve. One way to do this is to improve the claims journey for customers. Currently, customers are not always updated about the status of their claim, and they may make choices that increase the cost of the claim. This can lead to a negative customer experience and...

Organisations are currently grappling with the FCA’s Consumer Duty regulation - a catalyst for firms to protect, empower, and act in good faith with their customers.  We caught up with our client success team - Mo Hassan and Hamish Cliff, as well as our Head of Solutions & Architecture - Neil Draycott, to gather their expert insights on how organisations should be shaping these requirements into actionable growth.  Consumer Duty Act - What do organisations need to know? The FCA...