Whitepapers

Consumer Duty: permeating culture and operations

Consumer Duty: permeating culture & operations Three practical use cases examining how financial services are improving organisational culture, operations, KPIs and customer outcomes. With regulatory and customer expectations increasing in 2023, operations and customer service leaders find themselves under increased pressure to...

Reducing employee errors to improve CX

Reducing employee errors to improve CX Improve your profit and customer advocacy This discussion paper, penned by former Managing Director of British Gas and E.ON’s property services and renewable energy business – Adrian Harvey – offers Customer Service professionals and Operational Leaders...

Every conversation is a moment that matters

Every conversation is a moment that matters Phone calls are a critical touchpoint along the purchase journey. They are often a consumer’s only form of real human interaction with a brand and can therefore have a profound impact on experience...