What Happens When Customers Bring Their Own AI?
A recent BBC report revealed that a complaint about a missed bin collection grew from a single page into a
In Practice
Tag: Helen Pettifer
Vulnerable Customers | Consumer Duty | Customer Experience | Training
Helen Pettifer is a specialist in vulnerable customer strategy, helping organisations build the knowledge, confidence and practical skills needed to support customers experiencing vulnerability. Working with regulated organisations across sectors including financial services and utilities, she focuses on turning policy into consistent, positive customer outcomes.
As Director of Helen Pettifer Training Ltd and a BSI Associate Consultant, Helen combines consultancy, training and strategic advice to help organisations embed good practice and meet the expectations of Consumer Duty. Her conversations with Decoded Thinking explore vulnerable customers, customer experience, behavioural change and the role AI can play in supporting more inclusive services.
LinkedIn: Helen Pettifer FRSA | LinkedIn
Website: https://www.helenpettifer.com
In Practice
The Customer Journey Starts Before The Phone Rings
By the time a customer reaches your contact centre, they’ve probably already been on quite a journey.
Interviews
Why Customer Journeys Rarely Go To Plan
We often talk about customer journeys as though they’re linear.
