It’s become a cliché but the Covid-19 storm has not found us all in the same boat. The impact on income, on employment, even on the chances of contracting the virus and recovering, is hugely influenced by three factors – ethnicity, gender and poverty.

We look at how you can set your business apart from competitors as you navigate the future of customer experience management services in 2024.

In the second of two blogs following on from a discussion on technology in the mortgage space at the UK Finance Annual Mortgage Conference, I’m exploring the challenges the industry is facing with adopting tech and how it could make better progress by answering more questions that came up during the session.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

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

How can communication service providers reconnect with customers and emerge stronger, and survive the recession and what are the areas of investment?

Over the past five years apprenticeships have been transformed into a high-quality skills programme for learners and employers ensuring accessibility for all.

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

Buying a home doesn’t need to be a painful process. A new approach to the home buying journey will radically alter the mortgage process, delighting customers and providing opportunities for innovative providers to disrupt the market.

Ofcom has announced that it is urging telecoms firms to do more to support their customers through the cost-of-living crisis.