Insight and commentary from our team of customer experience experts.

Jack Brown

Tenant Satisfaction Measures (TSMs) aim to improve the lives of social housing tenants — so they’re able to live in safe homes in good repair. We’ve unpacked what TSMs mean for landlords.

Richard Farrell

Customer care is at an inflection point: demands are higher and resources are limited. According to a McKinsey survey, organisations’ existing capacities are being challenged by higher call volumes and more complex and challenging enquiries. Employers are also struggling to retain customer care agents, who are being poached by competitors or feeling dissatisfied in their work. 

Mark Gannon

Technology’s role in our lives continues to grow. Smart cities, for example, are on the rise — where places leverage and integrate technologies, data, communications and collaboration to facilitate a range of objectives. These goals include: making citizens lives better, generating revenue and promoting sustainability.