ROAR Members

Access the full podcast series here Key Takeaways Supportive Disclosure Environment: A supportive environment is essential for customers to comfortably share their vulnerabilities with financial service firms. Disconnect in Support: There is a significant gap between the potential support that firms can offer and the actual disclosure rates among consumers facing vulnerabilities. Fear of Negative Impact: Research shows that a substantial percentage of individuals with mental health issues fear that disclosing their condition may negatively affect their access to financial… Read more

Access the full podcast series here Key Takeaways Transformation in Customer Service: The customer service landscape is experiencing a significant transformation due to AI technologies, signalling the emergence of the "third wave" in customer support. AI Investment Hesitation: A substantial 31% of customer service teams have yet to invest in AI capabilities, mainly due to uncertainties surrounding ROI and the early stage of AI technology. Focus on Quality: Improving quality remains the top priority for 64% of customer service teams,… Read more

Access the full podcast series here Key Takeaways Diversification in Training: The transition from running to triathlons illustrates the importance of diversifying athletic training, which parallels the need for varied skill sets in the professional realm. Community Engagement: Engaging with a community is crucial for achieving both athletic and professional goals, providing necessary accountability and motivation. Importance of Recovery: Recovery is essential in both sports and work environments to prevent burnout and enhance long-term productivity. Gamification: While gamification can motivate… Read more

Access the full podcast series here Key Takeaways Evolution of Technology: The transition from traditional PBX systems to cloud-based solutions like Contact Center as a Service (CCaaS) marks a significant evolution in contact centre technology. Understanding the Landscape: Familiarity with the tech landscape is crucial for optimising operational efficiencies and enhancing the experiences of both advisors and customers. Technological Advancements: Key advancements include AI capabilities, such as auto-summarisation and knowledge management systems. Collaboration with Vendors: Collaboration between various tech vendors… Read more

Access the full podcast series here Key Takeaways The recent budget announced by Chancellor Rachel Reeves has raised significant concerns within the Customer Experience Management (CXM) sector, particularly regarding its impact on operational costs. The increase in the National Living Wage and National Insurance contributions places a double burden on contact centres, potentially leading to reduced hiring or increased outsourcing. Companies may shift towards outsourcing as a strategy to mitigate rising domestic labour costs while attempting to maintain service quality.… Read more

Access the full podcast series here Key Takeaways Executive Support: Successful customer experience (CX) programs require executive or C-level support to avoid becoming siloed initiatives. KPI Focus: Solely concentrating on CX key performance indicators (KPIs), such as Net Promoter Score (NPS), can result in tampering and misrepresentation of customer satisfaction. Understanding Behaviour: Long-term success in CX occurs when organisations prioritise understanding customer behaviour over merely tracking metrics. Observational Insights: Insights derived from observational data can be more revealing than survey… Read more