Had great meetings this week in London with two of our larger outsourcing members - Careline Services and The Listening Company which were quickly followed by a visit to the Treasury office who are discussing with us their Digital Strategy for delivering government’s public facing services. Lots of potential opportunity here for involvement from the membership.
Discussion on our latest research topic, ‘The Future of Customer Complaints’ began with a lovely dinner event that was hosted by David Parcell, MD of Verint. A wide-ranging discussion ensued covering issues such as the role of regulators, the fact that customers have more routes to complain as well as the truth that consumers are getting better at it! The debate continued at our Industry Council meeting the following day with really excellent presentations from British Gas and HMRC. I’m sure the final research outputs will be fascinating.