News
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Insurers warned QA processes may leave Consumer Duty blind spots
Insurance firms face growing pressure from regulators, customers, and stakeholders to prove they consistently treat customers fairly. But new independent research commissioned by Manchester-based customer engagement platform MaxContact suggests many FCA-regulated businesses have less visibility into…
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Winter price cap increase could drive higher demand for customer support, warns MaxContact
Energy companies should prepare for rising customer vulnerability and a potential increase in complaints this winter now that the new price cap has taken effect. On 1 October 2026, Ofgem’s new price cap took effect, raising the typical household bill on a default tariff by 4% (£60 a year).
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The confidence vs evidence gap in customer conversations that contact centres can no longer ignore
New research from MaxContact finds that 85.6% of FCA-regulated businesses are confident they could provide evidence of fair treatment, yet 54% have uncovered compliance breaches outside routine reviews. MaxContact launches Auto QA as businesses face growing pressure to evidence customer…
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The era of 'trust us' is over as businesses face growing pressure to prove customer outcomes.
New research from MaxContact finds that 85.6% of FCA-regulated businesses are confident they could provide evidence of fair treatment, yet 54% have uncovered compliance breaches outside routine reviews. Businesses are facing growing pressure from regulators, customers and stakeholders to prove that…
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UK insurance firms face growing trust gap as customers question claims, renewals and use of AI.
Insurance providers are facing a growing Trust Gap as consumers question claims outcomes, renewal communications, and the increasing use of AI. That’s according to new research from customer engagement platform MaxContact. The company’s Voice of the UK Consumer 2026 report highlights growing…
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MaxContact is named one of the UK's most thriving companies to work for
MaxContact, the Manchester-based customer engagement software provider, has been named one of the UK's most thriving companies to work for in the 2026 Culture 100 Awards, earning national recognition for its people-first culture. The accolade places MaxContact among an elite group of 100 UK-based…
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Email is the most trusted form of communication between consumers and businesses.
When it comes to customer outreach, email remains the preferred channel, with half of UK adults (50.9%) saying it is the channel they trust most for official communications. In comparison, just 8% of UK adults would trust an official message sent via a direct message on social media. That’s…
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Is this the end of the cold call? UK consumers need to be able to trust companies before they pick up the phone
Cold calling, as we know it, could be on its way out, as new research from MaxContact reveals that UK consumers now expect to trust and recognise a company before they pick up the phone. The findings from the company’s Voice of the UK Consumer 2026 report suggest a fundamental shift in how…
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Businesses are facing a growing ‘trust gap” as customers can’t tell what’s real.
A growing ‘Trust Gap’ is putting revenue, customer contact, and service delivery at risk as customers increasingly ignore legitimate business calls. That’s according to new research from Manchester-based CCaaS provider MaxContact. The company’s Voice of the UK Consumer 2026 report shows…
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Contact centres are facing a growing ‘trust gap” as customers can’t tell what’s real.
A growing ‘Trust Gap’ is preventing contact centres from reaching customers at all, according to new research from MaxContact. The company’s Voice of the UK consumer 2026 report shows consumers are increasingly screening and ignoring legitimate business contacts because they cannot tell what…
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MaxContact highlights ‘perception gap’ between stable KPIs and rising customer frustration
UK contact centres may be delivering almost identical inbound performance year-on-year, but customer patience is deteriorating rapidly. MaxContact warns that this growing “perception gap”, where metrics stay steady, but customer frustration is rising, is already driving customers to switch…
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AI adoption is now mainstream, but agent strain is continuing to rise, the UK contact centre benchmark report warns
Research has revealed that AI has now officially achieved mainstream status in UK contact centres, with adoption rates and investment at peak levels. However, rising agent workloads and employee turnover suggest that operational pressures may erode the benefits of AI unless organisations act…