Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

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.

Our great opportunity debate research – the first quarter results of which are now available to download in our report – found that the change in working patterns had the most impact on individuals and their organisations overall over the past 12 or so months.

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

One of the things that the pandemic has surfaced is increasing inequality. The impact of Covid- 19 continues to take its toll not only on people’s physical and mental health but also on their financial stability.

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

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.

Jessica Lees, a team manager in our M&S team, reveals the ingredients of great customer service.

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