All blog posts

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...

The UK's tough economic climate is making it difficult for insurance companies to renew policies. Consumers are cutting back on discretionary spending, and insurance is often one of the first things to go. Research shows that many UK consumers have already reduced or plan to reduce their insurance coverage, with life insurance being the most affected. Insurance organisations are well aware of the challenges of renewing policies. Most insurance companies, large and small, have invested in people, processes, and technology...

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...

The emergence of advanced technologies such as speech, text analytics and voice biometrics more than 20 years ago created a significant shift in contact centres looking to gain invaluable insights about customer experience to turn into action with positive results. Over time, as the analytics engines have improved, organisations have started to leverage such technologies for more than just insight – and this has not gone unnoticed within the FI industry. Since the financial crisis of 2008, regulators globally have...

As international hubs where individuals from different backgrounds and cultures come together, the diversity of trading floor and banking environments can introduce complexities in voice transcription due to variations in accents, dialects, and industry-specific jargon. Compliance teams must ensure that transcriptions accurately capture the intended meaning of conversations, even when language barriers or technical terminology exist. The majority of errors or inaccuracies in transcriptions often come from transcription engines which are unable to cope with trader speed and jargon. This...

The Latest Wordwatch 7 Enhancements Are you ready to take the management of your voice data to the next level, perhaps even the cloud? We certainly are! Our product and development teams are thrilled to unveil the latest enhancements to our flagship solution, Wordwatch 7 – enabling a single pane of glass view for live and legacy call recordings, regardless of codec or vendor. For more than 30 years, Wordwatch has been helping our clients to address the most common...

Nearly 52% of contact centres are unaware of the reason their clients are calling*. Do you have the necessary information for why your customers are making contact? The topic of Customer Intent is not necessarily a new one, but it’s a hot one. Helping your contact centre delve deeper into the customer journey, intent is what drives productivity, success and most importantly of all, customer satisfaction.    The benefits of understanding customer intent Understanding customer intent can help facilitate a clear...

Coming in July 2023, the FCA's new consumer duty represents a major shift in expectations for financial services firms. Imposing a greater standard of consumer care at every stage of the customer journey, the rule affirms the duty of UK financial services firms to put consumers' interests first. More than simply regulating firms, the FCA have placed the onus on firms to prioritise and deliver good outcomes to retail consumers, provide evidence of this, and proactively act when expectations are...