Author: Carly Freeman

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction. This can be...

The looming problem of resident debt

Housing associations cater for a higher proportion of vulnerable households. As energy prices and the cost-of-living soar, residents are experiencing unprecedented difficulties. Having already had their incomes negatively impacted by the pandemic, many vulnerable residents are now particularly susceptible to...