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.

Advanced predictive analytics have been successfully integrated across a wide range of sectors in recent years, particularly those with an academic focus such as science, technology, medicine and engineering.

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.

As the Covid-19 pandemic has taken hold across the globe, healthcare providers have had to quickly adapt to changing work structures and practices to save lives.

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

To date, and out of necessity, the Covid-19 pandemic response has primarily been tactically delivered across our health and care services.

The global pandemic has highlighted how organisations in the UK have been able to successfully work together to continue providing the best patient care.

While the introduction of Covid-19 vaccines is bringing much-needed hope after a very difficult year, it doesn’t mean the NHS will be back to normal any time soon.