As the move towards the electrification of road transport accelerates, so too does the rapid…
David Taylor13 February 2024
Some people love contracts, others see them as a “document of last resort”. In the…
David Taylor20 October 2023
I’ve spent the last 25 years working in contact centres and in a conversation earlier…
David Taylor5 September 2023
Ofgem’s research shows that there has been a “decline in overall consumer satisfaction with customer…
David Taylor4 September 2023
If you haven’t heard of ChatGPT, I suggest you read Dave’s article from January’s newsletter or do…
David Taylor21 March 2023
M&S recently announced that they plan to invest £480 million in their ‘Store Rotation Programme’…
David Taylor7 February 2023
Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With…
David Taylor31 January 2023
Customer experience management and digitisation has been transforming customer interactions for well over a decade,…
David Taylor5 January 2023
As the east wind blows in the first of the winter frosts, it’s a warming…
David Taylor13 December 2022
Consumer access to brands has undergone a paradigm shift since the 1990s, with the advent…
David Taylor27 September 2022
