In the previous article ‘Growing customers’ lifetime value (CLV) through digital experiences, I focused on how, post-pandemic, as the insurance industry adapts to the global digitisation trend

In the first of three articles accompanying our recent series of BrightTalk webinars, Ian Curling, Service Modernisation Lead at Capita Life and Pensions, looks at changing models of customer service provision in the life and pensions sector.

The pace of change we're going through right now is the slowest we’ll experience for the rest of our careers.

The Institute of Customer Services has published their bi-annual survey and there was a particular figure that stood out. 14.6% of customers have experienced a problem.

According to the Office for National Statistics, in 2019 the financial services sector contributed £132 billion to the UK economy, representing almost 7% of total economic output.

In our latest episode of the Incremental to Exponential podcast we explore how big companies can innovate to survive and grow.

As I noted in my previous post, the role of the next-gen consumer in the utilities market is evolving. In fact, so great is their impact that the UK Government has set out its own vision for energy consumers of the future.

Standfirst: The post-Brexit regulatory landscape is complex for insurers, but they can achieve compliance and improve their customers’ experience by paying attention to data security

As the insurance industry adapts to the global digitisation trend, customer lifetime value is increasingly being seen as the most important metric for performance

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.