Cyber security is a broad term which means many different things to many different people, and can often seem to be incredibly complex, expensive, and full of pitfalls at every turn.

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

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.

As many of us start to return to offices and other workplaces, the hybrid approach has emerged as the most popular solution for both employees and employers.

Long tail strategy is also about corporate responsibility, the SME agenda, supply chain risk and social value.

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.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.