Our latest research shows that nine in ten financial services firms have increased their use of AI in customer-facing operations in the past twelve months, with 88% believing it can improve customer outcomes. At the same time, more than three-quarters believe their own organisation’s AI strategy risks harming vulnerable customers.
James Towner, Chief Growth Officer at ArvatoConnect, discusses how AI is transforming contact centre compliance, boosting real-time assurance and supporting FCA Consumer Duty in financial services.
Brands are bringing their customer service operations back to the UK as technology tears up the economics of delivery, according to new research from ArvatoConnect. The findings of a survey of 200 in-house UK customer experience leaders reveals that 34% say their businesses are preparing to reshore part or all of their operations in the next 12 months, adding to the 46% that already deliver at least some of their customer services onshore.
Debra Maxwell, CEO at ArvatoConnect, explores why the logic propping up the offshoring model is collapsing and why forward-thinking brands are turning to UK-based customer experience delivery.
New research reveals that while AI is widely used in contact centres, poor training and communication are driving talent to leave. The report shares six key actions to help leaders embed AI successfully and support their teams.
Employee retention remains a significant challenge for contact centres and the arrival of artificial intelligence introduces fresh considerations for CX leaders and their HR teams.
