We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.

Microsoft’s 2017 State Of Global Customer Service Report reveals the survey results of 5000 consumers in five countries, and the implications for Contact Centres.

Gamification could help keep agents engaged and passionate about providing outstanding customer service. But is it the right choice for your organisation?

The patient experience has become an important factor for consumers deciding which healthcare provider they will use.