Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

An organisation’s sense of purpose is critical, not only to its strategy but also to its culture.

As the pace of change speeds up, the top predictor of success is your ability to innovate as fast as the changes in customer behavior and technology, and faster than your competitors.

The disruptive forces shaping the future of the insurance industry as a result of the post-pandemic environment is escalating change in technology and increasing competition whilst evolving customer expectations and greater regulatory demands.

We’re living in an age of unprecedented disruption for business and individuals. But this is potentially a great opportunity to view work and life after the pandemic as a new frontier.

We’re seeing a variety of new trends affecting the utilities market, relating to the environment, infrastructure and consumers.

As the Covid-19 pandemic has taken hold across the globe, healthcare providers have had to quickly adapt to changing work structures and practices to save lives.

I was invited to speak recently in an online panel discussion on the progress being made to drive recruitment and improve retention into our armed forces.

Remote working is not a new concept, it’s one that has become more popular with modern workers in recent years - this was greatly escalated in early 2020 by the outbreak of the global pandemic.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.