Customer Experience - The next competitive battleground? – With customer experience receiving more attention than ever before, we explore the impact on the bottom line.

Mapping the journey for multi-channel interactions – Getting multi-channel right is more than just having a website and call centre to go with it. Choice and continuity of service are vital elements which are often more difficult to get right than companies might realise.

Paying attention to the Citizen voice – Never before has the UK government been so committed to citizen-centric services. But what exactly do we expect from our interactions with the public sector, and what role do front-line staff play in ensuring a positive experience?

Shared Services in Local Government – Motivated by a need to drive efficiencies and reduce costs, Cambridgeshire and Northamptonshire County Councils in the UK have taken the lead when it comes to reaping the rewards of shared services.

What customers really want – With customers' expectations sky-high, the pressure is on retailers to deliver an innovative shopping experience.