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Showing 148 results for "Blog"
The human factor in fraud support – by Colin McMahon
The human factor in fraud support When fraud happens, it’s people who feel the impact first. So it makes sense that the people dealing with it – not just the systems spotting it – play such an important role. In financial services, technology is brilliant at picking up red flags quickly, but it’s human support […]
The year of grown-up AI in customer service – by Gary Gilburd
The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres in 2026 Stepping into 2026 feels like a good moment to take stock of where the contact centre world is heading. If the past few years have been about building foundations, this next chapter feels like the one where things get really real when […]
How can chatbots improve customer service? – by Rich Furlong
How can chatbots improve customer service? Good customer service doesn’t clock off. People expect answers in minutes, not hours – and they don’t care if it’s midday or midnight. That shift has changed what great customer experience looks like. Recent research confirms that 67% of UK consumers expect 24/7 availability, with expectations highest among younger […]
The future of contact centres: integrating people & technology – by Gary Gilburd
The future of contact centres: integrating people & technology The use of AI is now commonplace in most contact centres, allowing businesses to automate call routing, provide self-service chatbots to handle simple queries, and even offer real-time guidance to agents during calls. AI’s success is so widespread, that in 5 years, it’s predicted that half […]
How to build an ethical approach to AI in CX – by Peter Hopgood-Gravett
How to build an ethical approach to AI in CX It’s no secret that AI is busy transforming our lives almost everywhere we look, and that’s no different in the world of customer service. But how do customers like you and I really feel about the use of AI when interacting with brands? We’ve conducted […]
Complaints: Turning fear into fuel – by Richard Ferris
Complaints: Turning fear into fuel Few words spark more unease in financial services than ‘complaint’. It carries the weight of regulatory pressure, reputational risk, and expensive remediation. But complaints don’t have to be a trigger for anxiety – reframed as intelligence, they can strengthen compliance efficiency, reduce operational costs, and improve customer outcomes. Complaints can […]
Complaint resolution is the new loyalty battleground – by Richard Ferris
Complaint resolution is the new loyalty battleground Loyalty in financial services is no longer just about perks like better rates, bonus points, or exclusive offers. Increasingly, it’s shaped by how firms respond when something goes wrong. Customers are paying closer attention to the resolution experience, and regulators are taking note too – the FCA’s Consumer […]
What if complaints were your biggest CX advantage? – by Richard Ferris
What if complaints were your biggest CX advantage? Every complaint carries insight. While resolving them takes time and resources, understanding them can help you lower regulatory costs and strengthen your financial services customer experience strategy. Complaints as a perceived cost centre Complaints are often seen as a cost centre, consuming time, increasing resolution costs, and […]
A Q&A with Emily Cartwright, Head of Career Development
A Q&A with Emily Cartwright, Head of Career Development We sat down with Emily Cartwright, Head of Career Development at Sigma Connected to discuss the Bee-yond leadership programme. From its inception and development to its impact and what it means for clients partnering with Sigma Connected, Emily talks passionately about the 400+ leaders her team […]
Bee-yond expectations – by Yasmin Neal
Bee-yond expectations How our leadership initiative is transforming campaign delivery At Sigma Connected, our people are our core focus. It’s not just a mission statement; it’s the driving force behind every strategic decision we make. This includes our latest leadership development initiative: Bee-yond. Launched in February 2025 as part of our wider HIVE career development […]