Posted: 25th August 2016
It is hard to overstate the importance of ensuring a firm has the right people in place to handle complaints, and that they are well equipped to achieve fair outcomes for their customers.
How can firms can build an effective training and competence (T&C) approach to achieve complaints excellence?
Insurance firms must ensure that their staff are appropriately upskilled to meet the requirements of the IDD
We have entered the "Fourth Industrial Revolution" – is your business ready to embrace change across the board?
Forget NPS and CSAT scores, says Moira Clark of the Henley Business School. Good customer experience is really all about "ease"