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

As many of us start to return to offices and other workplaces, the hybrid approach has emerged as the most popular solution for both employees and employers.

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.

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.