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.

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.

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

The UK is about to host the 26th UN Climate Change Conference of the Parties (COP26) in Glasgow from 31 October to 12 November 2021.

Actuaries are problem solvers and strategic thinkers, but they’re also often misunderstood.

Using workforce management systems and modern data analytic techniques is driving increasing levels of sophistication into our resource planning processes

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.

As the rate of change increases, large established companies must be able to innovate at pace and scale, to keep one step ahead of start-ups and large technology companies that are moving into new sectors and markets.

I think most of us have experienced moments of computer rage, when technology just won’t do what we want it to do.