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.

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

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 impact of Covid left an airline with a backlog of 60,000 complaints. Our consulting and automation capabilities resulted in a saving of 200 hours per week.

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.

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?

All businesses experience peaks and troughs in customer activity throughout the year. What makes the difference is how you handle these occasions.

Our article considers how today’s retail customer is seeking a much deeper involvement, and the brands who can give them this are the ones with whom they will choose to shop.