Rapid technological changes, automation and artificial intelligence are offering us opportunities to not only improve our quality of life but also our purpose.

Between the collapse of 83% of the UK’s department stores, consumers moving online and many high street shops now becoming obsolete, town centres are no longer the beating heart of local economies they once were.

How firms must reengineer their CX complaints management around three core principles: data intelligence, operational scalability, and customer-centricity.

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

We consider how prioritising accessibility and embracing diversity can pave the way for urban environments where everyone can thrive.