Firstsource Blog

Keep calm and move house

UK property transactions were up 7.6 per cent in May compared to the previous month – this means utilities companies will spend the coming months managing a high volume of requests from prospective and existing customers, and the importance of these interactions should not be underestimated.

  customer experiencecustomer managementomnichannelSiddharth ParasharUtilities
Intelligent automation – the next game-changer?

Intelligent automation enables organisations to perform repetitive tasks at a fraction of the cost of traditional processes, while eliminating human error. A typical case could see labour costs reduced by 25-40%.

  AIchatbotsdeep learningmachine learningrobotic process automationRPA
A delicate balancing act: how to digitalise your customer service

In the face of fresh-faced fintechs, it’s essential that banks are doing all they can do to digitise their services and provide a truly competitive offer to challenger brands. So, what must banks bear in mind when looking to digitally transform their customer service?

  automationBhupendra Guptadigital transformationFinance Digest
Viva la (digital) revolution!

Exactly two decades ago, the volume of business emails exchanged surpassed that of regular mail for the very first time – and there’s been no going back since.

  business strategydigital transformationeconomiaRick Sturge
Travel opinions: how to manage the seasonal spike in customer experience

The summer spike is a key time to both retain old customers and gain new ones – so it’s important that travel companies do all they can to make that all important summer holiday as smooth and seamless as possible.

  customer experienceDavid Potterseasonal customertravelTravel Bulletin
Industry views: how automation can help transform the financial services landscape

RPA is hugely beneficial to commercial finance divisions, for example, where efficiency and cost-effectiveness is of paramount importance. And in such a heavily regulated industry, the technology also eliminates room for human error.

  automationfinextrainnovationretail bankingSiddharth Parashar
Customer experience: marketing’s new battleground

If brands are to stake their claims on customer loyalty – and attract more consumers through excellent customer service – it is vital that they understand who has responsibility for delivering second to none customer experiences.

  customer experiencedigital customer experiencedigital marketing magazine
Industry views: customer experience and the utility sector

With an increasing number of savvy consumers switching energy suppliers, it’s clear that companies looking to retain loyal customers need to examine when and why consumers go elsewhere.

  customer experienceRoanna WilliamsUtilitiesUtility Week
The automation opportunity in financial services

Gone are the days of the “bank for life”: in a saturated and competitive marketplace; consumers know that power is rightfully in their hands, those who come across a more attractive offer or poor customer experience are more likely to switch providers than ever before.

  automationBFSIfinancial servicesfintechrobotic process automationRPA
Robotic process automation – a new frontier in customer service?

Customer service has always been a key business differentiator. However, recent technological progress, greater consumer choice and eroding loyalty means the empowered customer will no longer stand for sub-standard experiences. As a result, the past few years have seen a renewed focus on the consumer. This is being reflected in internal business structures across sectors. […]

  customer servicerobotic process automationRPA
Why customer experience is your secret weapon

The January spike is a key time for retaining old, and gaining new customers; and getting customer communications right could pay dividends when it comes to boosting customer loyalty and, ultimately, your bottom line.

  customer experiencecustomer serviceweb chat
Digitisation in financial services: how messenger can improve the customer journey

Messenger – an instant and direct way of communicating with customers, anytime, anywhere – gives brands an opportunity to engage with them on a personal level, and in a sophisticated way.

  customer experiencefinanceSiddharth Parasharweb chat
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