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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.
Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.
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.
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.
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.
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.
Alan Linter, Capita’s Innovation Director, explains why agility and adaptability aren’t nice-to-haves but prerequisites for success – and are easier to achieve than you may think.