In a short time, humanity has come a long way. Since the creation of the printed word 650 years ago, humans have moved from being isolated clans to a cohesive society, founded on shared information.

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

The UK is about to host the 26th UN Climate Change Conference of the Parties (COP26) in Glasgow from 31 October to 12 November 2021.

Since January 2021, global market forces and, more recently, soaring natural gas prices have forced no fewer than 14 smaller energy suppliers to cease trading.

Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.

As corporate customers are presented with more choice, telecommunication providers (telcos) need to look for opportunities to present themselves as strategic partners for business critical solutions, beyond the standard offering of connectivity.

Actuaries are problem solvers and strategic thinkers, but they’re also often misunderstood.

How does customer experience need to change, to acquire and retain new customers and ensure a profitable road to recovery?

Using workforce management systems and modern data analytic techniques is driving increasing levels of sophistication into our resource planning processes

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.