Customer Experience

Utilita Energy’s Chief Customer Contact Officer Louise Walsh takes us on a tour of the journey her team is on to meet their customers exactly where they are.

Jon Blake, the Global BPO Footprint Strategy and Emerging Solutions Lead at Uber, takes a deep dive into the best ways to approach the concept of outsourcing.

Jessica Ham of npower Business Solutions draws on her experience to offer some best practices around managing customer care amidst a large-scale takeover.

TDX Group’s Isobel Crosse and Beth Whelan together share a host of best practices around how to manage and engage effectively with vulnerable consumers.

We explore how driving best-in-class CX principles can help sow the seeds of brand loyalty, which if nurtured correctly, can grow into long-term success.

Sarah Marin, the Chief Customer Officer at FSCS, recently appeared on an episode of our podcast series. Here, we’ve distilled her most compelling insights.

To mark International Women’s Day, we speak with five inspirational women leading their respective organisations through the world of customer management.

The Chief Customer Officer at FSCS, Sarah Marin, unpacks how the unique positioning of the company translates into some unique customer services challenges.

Ocado Retail’s Customer Service Director Paul Greenwood shines a light on the policies and practices he’s put in place to help his team become best-in-class.

Discover how customer management leaders are positioning themselves to manage the disruption currently facing the industry in this exclusive, data-rich report.

We break down the nuances and complexities behind the burgeoning market for outsourcing contact centre services on the European continent.

Heike Birlenbach speaks to us about her work at Lufthansa Group, offering insights into global leadership, brand loyalty, and today's personalisation imperative.