You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?

In a short time, humanity has come a long way. Since the creation of the printed word 650 years ago, humans have moved from being isolated clans to a cohesive society, founded on shared information.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

Since January 2021, global market forces and, more recently, soaring natural gas prices have forced no fewer than 14 smaller energy suppliers to cease trading.

Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.

Throughout 2021, the Capita Institute has asked senior business leaders about the tough choices they’ve been making to adapt during the pandemic.

As corporate customers are presented with more choice, telecommunication providers (telcos) need to look for opportunities to present themselves as strategic partners for business critical solutions, beyond the standard offering of connectivity.