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.

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.

The theme for this year’s National Apprenticeship Week is ‘Build the Future’ and is designed to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.

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’.