The UK telecoms market remains one of the largest in Europe.

The January 2022 UK Customer Satisfaction Index (UKCSI) reveals that banks and building societies have ranked their highest for customer satisfaction in three years – and that the financial services sector is performing better than the UK’s all-sector average.

Today, technology has drastically redefined how brands deliver customer experience.

It should come as no surprise to anyone in the telecommunication industry that customer service is crucial for increasing engagement.

Hearing that we had achieved 98% overall satisfaction was probably the first time in my professional career where I have had an emotional response.

Amongst the promised benefits of bleeding edge technologies and loud musings that the customer has changed forever, is there an alternative narrative that chimes better with the notion that retail, at its heart, is a cyclical industry?

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

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

The concept of enterprise risk management (ERM) has existed for many years, but it wasn’t until the 2008 financial crash that it gained significant prominence.

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