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’.

Estonia is a small ex-Soviet country in Northern Europe that has a population of only 1.3 million, seven times less than London.

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.

One of the perks of my job is working with great people from the UK employability 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.

Many vulnerable people live in social housing, and their landlords have a legal obligation to protect their safety and wellbeing at home.

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

No organisation operates in a vacuum. Rather, its interdependencies are many and manifest.