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.

So far we have seen how customer demands are driving invention and innovation within the utilities industry.

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.

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

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.

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

Cyber security is a broad term which means many different things to many different people, and can often seem to be incredibly complex, expensive, and full of pitfalls at every turn.