Blog

Back to Basics With Vulnerable Customer Service

Following several years of regulation around the fair treatment of vulnerable customers, it can feel...

How to Empower Customers to Make Decisions

There are many reasons why your customers might find it difficult to make a decision....

Show Me That You Know Me

To provide the best customer experience, you need to understand and respect the people you...

Considering Bereavement

Is it right and fair that at a time when we are likely to experience...

Will AI Replace Customer Service Agents?

The benefits of adopting AI in customer service are widely shared. With the promise of...

How to Encourage Disclosures of Vulnerability

I recently took part in a discussion where concern was raised by a firm because...

Understanding Why Customers Leave

How many customers has your business lost in the last 6 months? You may not...

How to Evidence Consumer Duty Outcomes

Consumer Duty regulations are outcomes-based. They require firms to identify the cause of poor customer...

Are Your Internal Data Sharing Processes Working?

One of the recommended strategies for improving vulnerable customer service is cross-sector data sharing. This...