EQ Views
How Is The Utilities Industry Preparing For A Bad Debt Crisis?
Wednesday, 14 July 2021With 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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Complaints Performance Reflects Upheaval In Consumer Credit And Home Finance Sectors
Thursday, 20 May 2021EQ’s unique insight into complaints data and trends reveals that closure rates are suffering whether complaints volumes go up or down. We explore how companies can revisit how they approach complaints handling to improve complaints performance and meet customer and regulatory demands.
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Customer Experience And Bereavement - Three Key Areas Of Focus
Tuesday, 23 March 2021Dealing 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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Time To Forget What We Know About The ‘Average’ Customer
Friday, 18 September 2020Amid a rising tide of vulnerability and increased pressure from the FCA to design products and services accessible to all, now’s the right time to ditch what we know about the ‘average’ customer and embrace inclusive design.
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How Intelligent Automation Helps Create Lasting Loyalty
Wednesday, 29 July 2020Customer experiences are made up of ‘Moments of Truth’; when a person engages with your business through key touchpoints.
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Putting Thoughtfulness And Company Culture At The Centre Of Customer Engagement
Tuesday, 7 July 2020There is no doubt that customer engagements have been more challenging recently as an influx of communications from anxious and vulnerable consumers coincided with huge operational upheaval as everyone began working from home.
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