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 ( more…)

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 of brand and communications at ( more…)