Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

The future of the travel and leisure sector is undoubtedly set to be affected by rising costs, ongoing disruption and growing concerns about its environmental impact - all at a time when consumer demand and expectations are increasing.

Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.

Master trusts have grown rapidly over the last few years to become one of the most popular type of defined contribution (DC) pension arrangements.

This thought leadership paper explores AI and Generative AI through the customer experience lens as we move closer to making real on the promise of Gen AI.

How you behave towards your vulnerable customers during the pandemic will be remembered. We explore how you can provide support efficiently and effectively, whilst safeguarding customer goodwill.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Get in touch with our water service customer experience experts

The current financial pressures are causing many of us to examine more closely what we spend, and to reconsider our attitudes around even the very staples of day-to-day life – such as the car.