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 AI helps CX teams stay resilient through the holiday rush
Last month
AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.
The UK's efficiency ambitions face a quiet obstacle, software complexity
Last month
UK firms chasing efficiency gains are finding staff lose a day a week to tangled software, undercutting productivity and morale.
Q&A: How software waste and complexity are undermining the UK’s productivity ambition
Last month
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 month
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
Wed, 12th Nov 2025
Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.