The Future of Customer Service report, written by ItsOpen on behalf of first direct, has featured in an article in the FT. The piece by Paul Taylor is titled “Social CRM mirrors rise in customer power.”

See also previous posts over on the Social Media Leadership Forum, as well as the slide-deck and the full report embedded below:

• first direct collaborates with customers online
• Podcast interviews of the author Dr Andrew Currah and first direct’s Natalie Cowen
• Downloads of the report and presentation