How data analytics, tracing and remediation can assist and build strong brand reputation.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

We’re all now feeling the effects of ‘Covid debt’: physical, mental – and, increasingly, financial.

The UK telecoms market remains one of the largest in Europe.

It should come as no surprise to anyone in the telecommunication industry that customer service is crucial for increasing engagement.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Knowing you’re delighting your customers is the holy grail for any business.

Telecoms organisations face a highly challenging business environment as digitisation continues to fuel the relentless disruption of established business models and practices, to enable increasing competition from new, more agile, entrants and forces constant regulatory changes as the market grapples with the societal shift to living and conducting business online.

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.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.