Gillian Chamberlain reports back from a panel session at the CCW Europe Summit where she discussed the importance of meeting business goals when outsourcing.

The motor finance and leasing market is moving towards a ‘finance first’ approach, determining affordability ahead of purchase.

In advance of new SPS import policies, we discuss how AI and automation will be vital for compliance for traders and authorities.

How can levelling-up be truly achieved when there’s still a large gap between those who are digitally included and those in our communities who are not?

As political leaders and civil servants react to an ever-increasing array of challenges, we consider how to make time for placemaking and digital projects.

Crucial factors for financial services providers to achieve sustainable growth in the volatile motor finance market

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.

Hearing that we had achieved 98% overall satisfaction was probably the first time in my professional career where I have had an emotional response.

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.