Latest posts

TIME TO RETHINK THE CONTACT CENTRE: NEW REPORT HIGHLIGHTS CHASM BETWEEN PERCEPTION AND REALITY

Long held stereotypes around call centre workers are deterring skilled workers and putting one of the UK’s largest industries, and opportunities for talent development and career enhancement, at risk. A new report, commissioned by outsourced contact centre specialists Kura in partnership with Ember Services, sets out to understand what the contact centre adviser of the […]

AO WORLD SHARES DIVE AFTER THE ONLINE DOMESTIC RETAILER WARNS OF TOUGH TIMES AHEAD

Shares in AO World, the online domestic appliance retailer, have fallen sharply after the firm warned that growth at its UK business was expected to slow “significantly” in the first quarter. “Challenging” UK trading conditions seen last year had continued, it said. AO said the UK market had been affected by weaker consumer confidence after […]

TROUBLED UBER LOSSES NARROW BUT THIRD SENIOR EXEC IN A WEEK QUITS

Uber’s head of finance, Gautam Gupta, is leaving the company, the third senior executive the ride hailing firm has lost this week. Uber said losses narrowed in the first three months of 2017 to $708m (£549m) from $991m in the previous quarter. The company does not report financial results publicly, but said it was “on […]

HOW DISNEY USES ANALYTICS TO TELL STORIES: NOTHING MICKEY MOUSE ABOUT IT

Disney has been telling stories since the 1920s when Mickey Mouse and his friends were first drawn. And today it is among the most respected companies for using data and analytics to communicate an effective narrative to its fans. The company gathers and analyses a wealth of information from across its media and retail platforms, […]

METRO BANK FLEXES ITS FINANCIAL MUSCLES WITH ACQUSITION OF £600M OF UK MORTGAGES

Metro Bank has splashed out almost £600 million on acquiring a package of UK mortgages from investment firm Cerberus. The deal, for £596.7 million, will see the challenger bank pick up a portfolio that consists of 92% buy-to-let mortgages, with the remainder owner-occupied. Metro Bank chief executive Craig Donaldson said: “Our lending and deposit growth […]

The future of CX – 2017 and beyond

By Leonie Brown, Customer Experience Strategist Customer experience (CX) has become the key differentiator for today’s brands. Companies are striving to become leaders in this space, not only for the bragging rights in such a competitive market, but, critically, because they understand the intrinsic value of superior CX in growing their customer base, increasing brand […]