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In today’s telecom landscape, price-sensitive consumers have more options—and less patience—than ever before. A billing increase or service disruption can quickly lead to a cancellation decision. For telecom providers, this makes customer retention not just a function of CX, but a cornerstone of business sustainability and growth. Retention success hinges
U.S. healthcare organizations stand at a pivotal crossroads. As AI transforms experiences, every interaction with members, providers, and caregivers holds more risk. New regulations emerge daily, and compliance failures bring more than fines. They can result in severe revenue loss, legal action, and the erosion of trust. In our highly
Patients and members face significant challenges in accessing timely care. The treatment burden involves dealing with insurance, juggling appointments, figuring out transportation, keeping track of medications, and managing medical bills. Nearly 60% of insured adults encounter issues with their health coverage. On top of that, Americans spend an average of 8 hours per month
As the Gen AI wave reshapes the business landscape, customer experience (CX) leaders are under mounting pressure to transform their service models. Nowhere is this transformation more complex—and more critical—than in highly regulated industries like healthcare and financial services. The challenge? Deliver faster, more personalized, and scalable experiences while maintaining
For retail leaders, peak season isn’t just another quarter. It’s the make-or-break moment that can define the entire year. With spikes in customer activity, demand fluctuations, and high service expectations, retailers must move quickly and strategically. Whether it’s back-to-school, Black Friday, or Cyber Monday, customer experience (CX) must remain frictionless,
In a world where attention is scarce and customer expectations only move in one direction, businesses can no longer afford to treat any customer-facing activity as a numbers game. In a sales environment, the traditional approach of working through call lists and delivering scripted pitches and transactional interactions is no
The Federal Trade Commission (FTC) click-to-cancel rule is reshaping how subscription-based businesses handle customer cancellations. Designed to protect consumers from frustrating, hard-to-navigate cancellation processes, this proposed rule marks a pivotal moment for CX leaders in the telecom, media, and digital subscription services. It’s not just about regulatory compliance, it’s a
Vulnerable customers have always been thought of as a small sub-section of the wider population. The FCA’s Financial Lives survey in 2022 showed that 47% of UK adults had 1 or more vulnerability characteristic. This is not a small sub-section of the population. For most main stream financial services firms
As we unveil the latest edition of Huntswood’s Complaints Outlook, we bring a powerful new perspective on the state of customer complaints across industries. This year’s insights capture a transformative shift: an opportunity for firms to harness complaints not merely as issues to resolve but as pivotal touchpoints for building
What are the underlying elements of a good remediation approach, and how can firms make their general response to customer issues more efficient, while understanding when to call on the support of a specialist? The FCA has released two statements recently on issues which had industry wide concerns. An update