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.

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.

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.

Very often when I look around in meetings, virtual or physical, I’m aware that I am the only one representing my gender. For a very long time, I didn’t consider this as being anything unusual as it just was the norm.

While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

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

As summer draws to a close, many of the short-term measures put in place to help UK citizens and businesses to get through the Coronavirus pandemic are also ending.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.