In an evolving business environment the need to prioritise customer service becomes crucial, as it enables businesses to overcome challenges and foster a loyal and happy customer base. Undergoing ServiceMark…
A key factor when it comes to making the most out of your membership is communicating with a range of different stakeholders within your organisation.  This is why we have…
Happy new year to everyone. I hope you had a restful break after a busy service season. January is a time to reflect and set ambitions and aspirations for the…
At this time of year, I'm reminded of a Christmas classic, The Polar Express – the story of a magical and, at times, turbulent journey to the North Pole, where…
2023 has been a challenging year for businesses and customers alike. Economic conditions have been tough, unpredictability has been a watchword – and customer satisfaction has taken a sharp decline…
Our CEO, Jo Causon, and Alison Jones, Senior Vice President, Global Circular Economy Business Unit at Stellantis, share their insights on the key customer experience trends in 2024 and beyond…
In this report, we examine some of the issues and trends that will be significant for the customer experience environment in 2024 and highlight priorities that organisations need to consider.
The arrival of Consumer Duty earlier this year is a clear sign that the FCA is placing a greater emphasis on all aspects of the customer journey and in particular…
There is never a good time for a business’s systems to go down, but outages at a major bank last week proved particularly unfortunate timing. With customers on the lookout for Black…
Black Friday marks the start of one of the busiest, and potentially profitable, trading periods of the year for retailers. But this year, as the sales launch once more, it’s…