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.

Online returns are the new scourge of the UK’s retail industry. Growing by 95% between 2014 and 2019 alone, the threat to sustainability is enough to warrant discussion at the next COP summit.

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?

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

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.

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

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