As the New Year gets under way, for many people it's a time of reflection and resolution, with many individuals considering their current roles and careers. What will it mean for you?
Customers don't just benchmark you against others in your industry, they compare the service from your organisation against that of their favourite and most trusted brands. It's a rising bar for all.
From artificially intelligent digital assistants to smart heating systems, washing machines and fridges, smart technology is multiplying and changing how we live. But what are the implications for the customer experience agenda?
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
Employee engagement may be understood as a source of competitive advantage, but are Boardrooms really closing the gap between their perceptions and those of their staff?