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Services for Individuals
The Death Notification Service has allowed family members and friends to avoid having to make in excess of 175,000 phone calls to member organisations since its inception.
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As we all eagerly put 2020 behind us, what trends are we likely to see in 2021? Our team previews the challenges financial services firms could be facing this year.
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In our best practice guide, we highlight how automation can support frontline customer service teams to continue delivering exceptional customer outcomes even in the very different environment we now all find ourselves.
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Amid a rising tide of vulnerability and increased pressure from the FCA to design products and services accessible to all, now’s the right time to ditch what we know about the ‘average’ customer and embrace inclusive design.
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Customer experiences are made up of ‘Moments of Truth’; when a person engages with your business through key touchpoints.
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There is no doubt that customer engagements have been more challenging recently as an influx of communications from anxious and vulnerable consumers coincided with huge operational upheaval as everyone began working from home.
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