There is never a good time for a businessās systems to go down, butĀ outages at a major bankĀ last week proved particularly unfortunate timing. With customers on the lookout for Black Friday deals ahead of the festive season ā or just…
Last week, I was honoured to attend Parliament to share our latest research and evidence with the Communications and Digital Committee on its continuing inquiry into digital exclusion and the cost of living. Joined by representatives from Capita, Lloyds Bank,…
This week, we launched our latest insight report - "A Connected World? Ensuring the right blend of people and technology for customer service". In it we highlight both the potential of technology, but also the rising levels of frustration from…