How does customer experience need to change, to acquire and retain new customers and ensure a profitable road to recovery?

Some 2.75 million mortgage payment holidays were granted up until the end of 2020. With the scheme extended to July 2021, the question to ask is, have the banks got it right?

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.

The pensions industry is in the race to get data right, to make sure everyone is where they need to be on the non-negotiables of data quality and data security.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

More consumers can now choose to charge an electric car at home, generate their own electricity from solar panels, track their energy usage with a smart meter and turn their washing machine on wirelessly when their energy is at its cheapest.

The people of Britain are faced today with new challenges coming from every direction

During the past year we’ve witnessed rapid transformation across the UK workforce, with at home and online working now the norm for the majority of office-based businesses.

Covid-19 has accelerated a lot of things. Remote working. Online health assessment. Digital retail. And an increasing move away from the use of cash.