In March last year when the pandemic hit it was quite understandable that service levels would fall while businesses re-adjusted and managed to establish teams working from remote locations. Naturally wait times may be longer, processes a little unclear and general sharpness of business becomes a little blurred. In fact, three quarters of customers expected … Read more

If there has been one lesson from 2020 in our world of CX, it is that fast, short and instant feedback which get straight to the heart of an issue will now dominate the market research scene. Prior to 2020, many businesses never sought feedback of any kind from their team or customers. Those that … Read more