Simon Hayward stories
Simon Hayward explores the challenges businesses encounter in customer support, focusing on the increasing pressures that impact both service quality and operational efficiency.
Through his insights, readers can learn to identify early warning signs of customer support strain, such as rising customer effort and agent overload, helping organizations take proactive steps to maintain growth and loyalty.
Q&A: How software waste and complexity are undermining the UK’s productivity ambition
Last week
UK firms waste 20% of software spend and lose 7% of revenue to complexity, hindering productivity amid the Autumn Budget's focus on efficiency.
What Black Friday revealed about retail’s customer service challenges
Last week
Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.
Three signs your company is heading for the customer support squeeze
Last month
Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.