Consumers in the UK expect their financial services provider to know who they are based on previous contact with them. That was one of the key findings of a new survey of 2,002 UK consumers conducted by Leadership Factor on behalf of [24]7.

It is fascinating to see, and more importantly, to feel the differences between the two countries that I love – the United States and the United Kingdom (UK).

Let’s be honest; phoning a call centre isn’t most people’s favourite pastime. Company after company, we can find ourselves foraging thorough a maze of seemingly endless menu options… and then you’re kept on hold. It’s what we at NewVoiceMedia set out to change.

Customer experience pioneer and retail giant, Nordstrom, recently found itself in hot water over customer privacy.