For many people, the moment of truth with an organisation is when things go wrong - for example, when they fall behind on loan repayments.

What can legacy enterprises learn from the startup world? Are there any practical lessons that can help them reanimate, supercharge their growth, stay agile at scale?

Water providers can go a long way to ensuring that we are all using our precious resource more responsibly.

Ian Elam, Business Development Director at Capita Customer Management, explains how data allows you to engage with your customers in a very personal way and reduce debt write-offs.

Can debt really be considered good? And do we need more of it? At Tortoise Media’s recent ‘The Future of Money’ event I was invited to consider this alongside finance coach and author of Black Girl Finance, Selina Flavius, and the co-author of Angrynomics, Eric Lonergan.

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.

Customer Experience Director Charlie Whitworth reflects on the latest Customer Satisfaction Index and how Covid-19 has thrown the human factor into sharp relief.

While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.

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

Our partnership with Severn Trent has given their customers a better experience and aided with debt collection.