Ofgem has launched its Statutory Consultation on Consumer Standards, building on the findings from its Market Compliance Reviews, where...

If you feel like problems aren’t being addressed upstream and early in the customer journey, then you may have a problem with a lack of...

You may feel like you’ve empowered your agents to be accountable for great customer outcomes, but you still don’t feel like you’re...

You may be feeling like you can't see the wood for the trees on agent performance and customer outcomes. You may not be clear on who is...

To kick off our Driving Agent Outcomes series, we’re focussing on Debt Collection. Understandably, this topic has been top of the agenda...

In our Driving Agent Outcomes series, we're focussing on the actions that can be taken to deliver better outcomes for customers, through...

Considering broader people transformation, rather than isolated symptom-driven fixes, can have a huge impact on your EBITDA. In this...

In the energy industry today, the inevitable squeeze on profit margins and need to become even more cost efficient is driving companies...