The pioneering online bank first direct commissioned a research report from It’s Open on the Future of Customer Service. The key findings of the report, written by Dr. Andrew Currah, are reproduced here, along with interviews with the author and Natalie Cowen, Head ( more…)

We’re used to getting the weather reports from television, radio or the web. But these days we can also talk with the forecasters directly. Here the Met Office’s Dee Cotgrove talks about the organisation’s increasing use of social media. The Met Office is one of Britain’s ( more…)

The meteoric rise and impact of social media the world over has brought about a revolution in communication. But how do large companies embrace it? Many companies – and Sodexo is no exception – have been slow to see and harness the benefits of Twitter and Facebook to ( more…)