For the past five years the number of homeless people in the UK has been rising, with Crisis estimating that up to 200,000 families and individuals are now experiencing the most severe forms of homelessness, including rough sleeping.

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.

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

Amid the latest challenges, the public sector has to field urgent and emergency calls in order to look after citizens in their time of need.

When an emergency occurs, the public need to be able to call on dependable customer support. A specialist out-of-hours service could be the answer.

We must resist the robots... Should we? There’s no question that the pandemic forced organisations to rapidly introduce new ways of working.