Inflation in Britain is at its highest in 30 years, having risen to 5.4% in the 12 months to December 2021 and it is expected to reach 7% by the spring, according to the Bank of England.

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.

It may only be 2022, but in this decade the world is already proving to be a very different place to the decade before.

Over the past five years apprenticeships have been transformed into a high-quality skills programme for learners and employers ensuring accessibility for all.

To have a positive impact net zero ambitions must be embedded from the ground up and the top down. We look at how organisations and their employees can create the right culture and behaviours.

Keeping teams motivated and productive in a disparate, more virtual working environment can be difficult. It requires great leaders who know how to boost morale and create a feeling of togetherness, no matter where their teams are based. When there’s a confident leader at the helm, teams can be more productive, happy, and conflict-free.

Our article considers how, if providers focused on renewing trust, it would go a long way to helping them to deliver on their promises to customers.

Digital platforms have become one of most powerful forces in global business. They support entire ecosystems, enabling rapid growth and huge profits for multiple participants.

As we’ve seen, next-gen customers are increasingly expecting more from their energy suppliers. They want their providers to adopt lower carbon technology, use smart meter data to improve billing visibility, simplify microgeneration and integrate with other sectors, such as insurance.

The utilities sector has been ranked bottom of the UK Customer Satisfaction Index and firms need to take stock of their approach to customer experience (CX).