One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

We’re releasing our new research into the issues facing people in unmanageable debtin the midst of an economic crisis triggered by Covid-19, which is tipping many people into financial difficulty through no fault of their own.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

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

The UK is about to host the 26th UN Climate Change Conference of the Parties (COP26) in Glasgow from 31 October to 12 November 2021.

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.

Actuaries are problem solvers and strategic thinkers, but they’re also often misunderstood.

Using workforce management systems and modern data analytic techniques is driving increasing levels of sophistication into our resource planning processes

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.