Every time the economy comes under pressure, the same thing happens in boardrooms.
Costs are reviewed. Budgets are frozen. And training is often one of the first lines examined.
On paper, that can look sensible.
In reality, it’s often a VERY costly mistake.
This week I’d like to share a story about my argument with a robot.
It wasn’t a fracas of the fun kind. Nor the cute or funny kind.
It was the kind of brawl that makes your shoulders rise and your patience shrink.
It started innocently enough.
I needed a simple answer. A small change on our joint account.
Nothing dramatic. Nothing complex.
When self-service works, it feels effortless. When self-service fails, it can turn a simple task into a stressful one – especially when customers are tired, rushed and just want things to be easy. That is why human support still matters in customer experience, even in the most ‘efficient’ environments.
There’s a whole new, people-centred, CX Superpower for 2026 gradually emerging amidst a sea of difficult conversations… emotional customers… rising expectations… AI at every turn.
Well, it’s official – workplace wellbeing is NO LONGER a ‘nice-to-have’, it’s a business-critical must-have.
According to Personnel Today’s newly released UK Workplace Wellbeing Report 2025, the wellbeing of our people has become one of the most powerful drivers of productivity, loyalty and retention in today’s post-pandemic world.
At last week’s Customer Engagement Summit (October 2025), CX legends Martin Hill-Wilson & Brian Manusama made one thing crystal clear in their summary of the summit in their interview with Xander Freeman of Call Centre Helper:
REPEAT: “AI WON’T Replace HUMAN CX – It Will Redefine It”
In business, few things make hearts sink faster than a customer complaint.
But what if that complaint isn’t a burden, rather it’s a blessing in disguise?
Discover how customer service influences price perception and why UK consumers are willing to pay more for a better experience. Here we look at 5 practical tips to boost perceived value through exceptional CX.
There’s no truer quote than “You can’t manage what you haven’t measured” particularly when we’re talking about the effectiveness of staff training, agreed?
Recruiting the right customer service representatives (CSRs) is critical for any organisation, as these employees are often the frontline of your organisation and play a key role in shaping customer perceptions and satisfaction.
In today’s competitive market, ensuring customer experience consistency across many channels is critical for business success. Being consistent with your customer experience builds trust, fosters loyalty, and enhances the overall customer experience, which in turn...