Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.

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I've lost count of the number of times the phrase 'rising customer expectations' is the basis for presentations over the last couple of decades. It's a kind of given, following the logic that as technology and science gallops forward, coupled with our inc

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Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......

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