Knowing you’re delighting your customers is the holy grail for any business.

Gillian Chamberlain reports back from a panel session at the CCW Europe Summit where she discussed the importance of meeting business goals when outsourcing.

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.

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