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Customer Engagement

Practical Hints And Tips For Working With The FOS

08 September 2021

At some point every Financial Services firm will see a complaint escalated to the Ombudsman and the most recent FOS report revealed a 50% year on year increase in complaint volumes.

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Customer Engagement

Paragon Case Study

20 July 2021

EQ recently caught up with Lisa Mitchel from Paragon Bank, one of the latest businesses to become members of the Death Notification Service. Here’s what she had to say about why Paragon joined, and her thoughts on DNS overall.

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Customer Engagement

How Is The Utilities Industry Preparing For A Bad Debt Crisis?

14 July 2021

With increasing numbers of their customers falling into financial difficulty, utilities companies face a challenging winter of unpaid bills. But there is a solution – and it’s one that lies in a proactive approach combined with the right people and technology.

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Customer Engagement

Customer Experience And Bereavement - Three Key Areas Of Focus

23 March 2021

Dealing with the loss of a loved one can be one of the most difficult and challenging times a family will ever have to face. As well as the emotional impact, many will find themselves in a place they have never been before with many aspects of what to do and how to do it unknown.

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Customer Engagement

DNS Surpasses 175,000 Notifications

25 February 2021

The Death Notification Service has allowed family members and friends to avoid having to make in excess of 175,000 phone calls to member organisations since its inception.

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Customer Engagement

Looking Ahead To 2021

08 February 2021

As we all eagerly put 2020 behind us, what trends are we likely to see in 2021? Our team previews the challenges financial services firms could be facing this year.

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