We talk about our support of Project ReMake, the charitable entrepreneurship training programme which supports the rehabilitation of ex-offenders.

The theme for this year’s National Apprenticeship Week is ‘Build the Future’ and is designed to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

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.

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.

Research done over the past few years has shown that having people of different genders, ethnicities, sexual orientations, ages and physical and mental abilities within your organisation is good for all sorts of things from innovation and creativity to engagement and retention.

Automation will transform most jobs in the insurance sector over the next decade.

Life can change when you least expect it, and sometimes in very radical ways. That’s been my experience over the last couple of years.

The Covid-19 pandemic has placed a strain on all sectors of our economy, and whilst short-term schemes have prevented crisis-levels of unemployment in Britain, the impacts of the pandemic have not been distributed evenly.