Can ICT transform the way you meet customers’ expectations? BT View PDF Our blog Market research in business – social media What’s your view on taking loyalty penalties public? Recruiting and supporting Customer Service Managers, with no industry experience Do consumers prefer text-activated or voice-activated chatbots? What the latest Contact Centre Standard BS EN ISO 18295 tells you 6 steps – how thought leadership can energise B2B content marketing Understanding data and statistics: six pieces of guidance Why is customer service more popular than ever? Using research to steer through these uncertain times Why are we witnessing the ‘averagisation’ of customer service?