The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

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.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

An inspirational and illuminating podcast series exploring topics related to customer experience (CX) transformation, such as organisational culture and people, the journey to digital, and data

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

To mark today’s International Day of Persons with Disabilities (IDPD), Andy Start spoke to Damian Riley, to discuss the importance of disability inclusivity.