Future of Customer Service 2018

More than ever, customer service is the defining characteristic of successful customer relationships. The Future of Customer Service digital report delves into the evolution of this competitive landscape, looking at the technologies redefining what’s possible and the challenges encountered in delivering high quality service

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  • Climate Change 2021

    As we inch closer to COP26 in Glasgow this year, companies are starting to get serious about their part in tackling climate change. Our Climate Change report explores how SMEs can reach net zero, whether carbon offsetting is a good idea and why it might be time to ditch GDP as a way to measure how well a country is performing

  • Digital Transformation 2021

    After 18 months of rapid digital transformation, questions are now being asked about how many of the changes implemented will last as the world reopens. Our Digital Transformation report explores how to measure performance, why embracing corporate digital responsibility is crucial and whether people really are the secret to transformation success

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    The financial services industry, like many others, has been through a period of rapid innovation over the past 18 months, but how much of it will last? Our Financial Services Innovation report explores the challenges of hybrid working, the rise of open finance and the importance of “boring innovations”, including improving customers’ access to cash

  • Retirement & Pensions 2021

    This year’s Pension Scheme Act has set out to bring a raft of checks and balances to the industry, but what will that mean in practice? Our Retirement & Pensions report explores the increasing professionalism of trustees, the growing focus on ESG and the impacts of rising inflation, as well as examining which groups are most at risk of retirement poverty