In the face of record low UK customer satisfaction (CSAT) levels reported by the Institute of Customer Service’s (ICS) UKCSI, evidence undeniably points towards a decline in customer satisfaction across the UK. This paper delves into the root causes of this crisis, specifically examining how “digital-first” contact strategies are impacting customer experience, business productivity, employee attrition levels, and examines the potential implications on the FCA’s Consumer Duty regulation.
This paper doesn’t advocate for abandoning technology altogether. Instead, it proposes a balanced approach called “digital-on-demand.” This philosophy prioritises offering customers a choice between self-service options and human interaction. It also emphasises the critical importance of investing in staff training and competence to ensure they can effectively navigate complex customer situations and deliver against regulatory requirements.
Learning outcomes:
- How to effectively balance technology and human interaction to deliver exceptional customer service.
- The economic benefits of investing in improving employee competence to drive customer satisfaction and improved outcomes – and how you can measure impact.
- How to navigate the challenges and opportunities presented by Consumer Duty to ensure compliance and improve customer experience.