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.

Some 2.75 million mortgage payment holidays were granted up until the end of 2020. With the scheme extended to July 2021, the question to ask is, have the banks got it right?

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.

The people of Britain are faced today with new challenges coming from every direction

The UK Government has announced its conclusions into a review of the Retail Prices Index (RPI) calculation.

In this episode of our podcast series Tomorrow’s Organisations, the spotlight is on the opportunities this sector has to recover and transform.