Boiling Point – Customer Service in the Age of Climate Change
£1,000.00
Our latest Breakthrough Research examines how climate change and environmental sustainability are impacting customer service and customer behaviours and the implications for governance, skills and capabilities and customer engagement.
The research is based on responses from 1,042 consumers, 500 employees working in organisations with more than 50 employees and interviews with senior executives from 15 organisations.
Description
This report assesses how customer attitudes on climate change and environmental sustainability are evolving, and the implications for trust, customer service, skills and capabilities and governance. It also looks at the growing impact of extreme weather events on customer service, and how organisations need to evolve so that they are both more resilient and responsive.
The research draws on the perspectives and experiences of senior executives, employees and consumers.