How firms must reengineer their CX complaints management around three core principles: data intelligence, operational scalability, and customer-centricity.

Serving people who know what they want means that media companies can more easily identify how to give them exactly that.

One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

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

Water providers can go a long way to ensuring that we are all using our precious resource more responsibly.

Could a ‘green’ mortgage be the way forward for homeowners who wish to make changes that will cut down on their energy bills, but who can’t afford the expensive building work?

As retail – and the role of tech within it – fast evolves, skill sets, training needs and career paths need to adapt at the same pace. In what skills must we invest to grow the retailers of tomorrow and make retail a career that attracts the very best?

On March 29, Capita held another in our series of events tracking the cost-of-living crisis, its effects and what actions businesses are taking.

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.

As we’ve mentioned in a previous article, 2021 saw smaller UK energy suppliers cease trading and exit the market at an unprecedented rate.