CRM news in the UK

An overview of news, trends and research in CRM consulting in the UK:

Lancia Consult helps logistics firm overhaul customer support When a the customer support team of a global logistics firm was seeking to get its services back on track, it turned to experts from Lancia Consult for support.
19 March 2026
Customer service consultant Helen Dewdney on turning complaints to long-term advocacy Helen Dewdney is a customer service consultant and consumer expert with extensive experience advising organisations on complaint handling, customer experience strategy, and service recovery.
02 February 2026
AI’s lack of empathy as the top challenge facing customer support Three years into the hype of AI, few practical use cases remain – even in the field where the technology has been historically viewed as most suited to operations.
10 November 2025
Synechron launches ServiceNow arm following Calitii deal Synechron has acquired London-based IT consultancy Calitii for an undisclosed fee.
23 October 2025
Elemental Concept expands Asia-Pacific presence with Purple Shirt deal UK headquartered Elemental Concept has added design and innovation consultancy Purple Shirt to its group of companies. The move opens up opportunities across the Asia-Pacific region.
05 September 2025
AI not seen as cure-all for flagging customer experience While businesses look to fend off competition by upgrading their customer experience, not everyone is sold on the idea that AI is inherently the way forward.
05 August 2025
How Collinson Grant helped Air Fayre to improve customer focus Reducing costs and improving core processes at an international airline catering business presented a number of challenges for Air Fayre.
26 June 2025
Younger managers wary of use of AI in customer engagement New research suggests that firms are seeing a greater return on investment from AI than any other area.
18 March 2025
Broadstone launches small charity investment service Independent consultancy Broadstone has launched a new service specifically for small charities.
03 January 2024
Davies partners with Sabio for contact centre transformation Professional services firm Davies has selected digital customer experience specialist Sabio Group to help transform its contact centre technology and infrastructure.
01 August 2023
How improving operational excellence boosts customer loyalty As the concept of brand loyalty continues to decline for many consumers, the importance of operational excellence and service execution to maintaining strong customer relationships has never been cle
14 July 2023
BearingPoint plans to scale its Salesforce consulting practice As the demand for consulting services to boost customer relationship management continues to rise, BearingPoint is scaling its Salesforce practice.
22 May 2023
ERM establishes net zero partnership with Salesforce Sustainability consultancy ERM has agreed a new partnership with Salesforce, aimed at helping organisations on their decarbonisation journeys.
06 March 2023
UK customer satisfaction holds firm in 2022 Even amid difficult trading conditions, UK businesses are managing to maintain their customer satisfaction levels.
18 November 2022
Consultants must offer top B2B customer experience to thrive Major challenges for the broader economy mean demand for consultants around the world is spiking – but to capitalise on that, firms need to stand out from the competition by offering improved custome
21 July 2022
Research: Strong customer relationships key to recovery and growth New research by Vendigital explores the changing nature of customer relationships at a time of major disruption.
22 February 2022
EY launches new offering dedicated to Qualtrics consulting services Big Four firm EY has rolled out a new competency to help clients use Qualtrics to develop and transform experience management across brand, employees and customers.
12 October 2021
How the customer sandwich model can feed consumer centricity The classic business mantra “customer is king” still rings true today, but how brands achieve this has changed dynamically with the digital-first landscape and evolving trends.
29 April 2021
BDO and Grant Thornton advise on HubSolv | Aryza deal The Corporate Finance teams of BDO and Grant Thornton have closed a deal in Scotland.
01 February 2021
An approach for creating exceptional customer experiences The pandemic crisis, with its lockdowns, social distancing and customers reluctant to go back to stores, has accelerated the shift towards an all-digital shopping experience, from product searching a
02 November 2020
Capita signs customer service contract with Irish Water Capita has been awarded a contract by Irish Water for the transformation and operation of its customer contact centre services.
22 June 2020
Creating a winning digital customer experience strategy In today’s rapidly evolving landscape and always-connected world, companies that really want to stay ahead of the game need a winning digital customer experience strategy.
09 April 2020
Customer experience strategy must be board responsibility Customer experience strategies are central to companies surviving in modern business, with organisations seeking to create customer-led operations where internal priorities are shaped by what’s occur
13 March 2020
Five ways organisations can transform customer experience As digital disruption continues to give rise to swathes of new competitors across the industrial gamut, market-leading customer experience can provide a much needed way for companies to stand out fro
09 March 2020
Legacy customer contact centres cost UK £2 billion annually Legacy systems of working are costing customer contact centers huge amounts of money, according to a new report.
12 November 2019
Chief Customer Officer is key in the customer economy For decades, traditional business models have relied on a rigid corporate structure, with a CEO overseeing the heads of siloed departments, each working independently on their own area of the busines
17 October 2019
How ThirdSpace uses PSA to better forecast revenue and demand ThirdSpace, a firm specialised in identity management, enterprise mobility and cyber security solutions, has trebled in company size with the support of Kimble Applications and its professional servi
03 July 2019
How technology can deliver a more human experience The CRM system has come a long way since its humble beginnings.
24 January 2019
Accenture to work alongside WPP-owned agency on Shell CRM contract As the firm vies for a share of the design and marketing industry, Accenture Interactive has won a place on Shell's customer relationship management (CRM) roster.
27 November 2018
Banks to improve customer services offerings as economy stabilises As the global economy moves towards steady growth – with rates expecting to see rises over the coming years – banks are entering a more stable mode of operation.
28 February 2018
Loyalty schemes increasingly mismatched to customer expectations Loyalty programmes and schemes may no longer be fulfilling the expectations of consumers, as increasingly competitive consumer markets seek to secure long-term customers.
09 August 2017
Guiding principles to navigate the Customer 4.0 revolution Why are so many organisations failing to live up to their customers’ expectations? New research reveals that, on average, every adult customer in the UK complained at least once in 2016 – that’s 55 m
06 June 2017

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