How firms must reengineer their CX complaints management around three core principles: data intelligence, operational scalability, and customer-centricity.

Serving people who know what they want means that media companies can more easily identify how to give them exactly that.

If you commit to being a purpose-led business, the work is never done, but what does it mean to value people, society and the environment as much as profit?

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

We look at why value based procurement is essential if the NHS is to meet its cost saving targets and what organisations need to do to create a valuable operating model.

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.

Police officers can support victims better when they‘re able to access vital information, including historical case history, at the scene of an incident.

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

For charities, the key to retention, as well as attracting more donations, could lie within improving the customer (donor) experience.

The rise of remote and hybrid working demands that asynchronous learning is balanced with opportunities for dialogue, coaching, and putting new skills into practice.